{"id":"https://openalex.org/W2065106956","doi":"https://doi.org/10.1016/j.eij.2014.11.004","title":"Information systems performance evaluation, introducing a two-level technique: Case study call centers","display_name":"Information systems performance evaluation, introducing a two-level technique: Case study call centers","publication_year":2014,"publication_date":"2014-12-29","ids":{"openalex":"https://openalex.org/W2065106956","doi":"https://doi.org/10.1016/j.eij.2014.11.004","mag":"2065106956"},"language":"en","primary_location":{"id":"doi:10.1016/j.eij.2014.11.004","doi":"https://doi.org/10.1016/j.eij.2014.11.004","is_oa":true,"landing_page_url":"https://doi.org/10.1016/j.eij.2014.11.004","pdf_url":"https://www.sciencedirect.com/science/article/pii/S1110866514000383/pdf","source":{"id":"https://openalex.org/S97403527","display_name":"Egyptian Informatics Journal","issn_l":"1110-8665","issn":["1110-8665","2090-4754"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["cwts-core","doaj","dongbi-d","norway-1","oarl","poland-70"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Egyptian Informatics Journal","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://www.sciencedirect.com/science/article/pii/S1110866514000383/pdf","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5072267851","display_name":"Hesham A. Baraka","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I145487455","display_name":"Cairo University","ror":"https://ror.org/03q21mh05","country_code":"EG","type":"education","lineage":["https://openalex.org/I145487455"]},{"id":"https://openalex.org/I4210088986","display_name":"National Telecommunication Regulatory Authority","ror":"https://ror.org/007mwgz28","country_code":"EG","type":"government","lineage":["https://openalex.org/I4210088986"]}],"countries":["EG"],"is_corresponding":true,"raw_author_name":"Hesham A. Baraka","raw_affiliation_strings":["Faculty of Engineering, Cairo University, Egypt","National Telecom Regulatory Authority (NTRA), Egypt"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Engineering, Cairo University, Egypt","institution_ids":["https://openalex.org/I145487455"]},{"raw_affiliation_string":"National Telecom Regulatory Authority (NTRA), Egypt","institution_ids":["https://openalex.org/I4210088986"]}]},{"author_position":"middle","author":{"id":null,"display_name":"Hoda A. Baraka","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I145487455","display_name":"Cairo University","ror":"https://ror.org/03q21mh05","country_code":"EG","type":"education","lineage":["https://openalex.org/I145487455"]},{"id":"https://openalex.org/I4210088986","display_name":"National Telecommunication Regulatory Authority","ror":"https://ror.org/007mwgz28","country_code":"EG","type":"government","lineage":["https://openalex.org/I4210088986"]}],"countries":["EG"],"is_corresponding":false,"raw_author_name":"Hoda A. Baraka","raw_affiliation_strings":["Faculty of Engineering, Cairo University, Egypt","National Telecom Regulatory Authority (NTRA), Egypt"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Engineering, Cairo University, Egypt","institution_ids":["https://openalex.org/I145487455"]},{"raw_affiliation_string":"National Telecom Regulatory Authority (NTRA), Egypt","institution_ids":["https://openalex.org/I4210088986"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5084495598","display_name":"Islam H. EL-Gamily","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4210088986","display_name":"National Telecommunication Regulatory Authority","ror":"https://ror.org/007mwgz28","country_code":"EG","type":"government","lineage":["https://openalex.org/I4210088986"]}],"countries":["EG"],"is_corresponding":false,"raw_author_name":"Islam H. EL-Gamily","raw_affiliation_strings":["GIS Unit, Information Center, National Telecom Regulatory Authority (NTRA), Egypt"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"GIS Unit, Information Center, National Telecom Regulatory Authority (NTRA), Egypt","institution_ids":["https://openalex.org/I4210088986"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5072267851"],"corresponding_institution_ids":["https://openalex.org/I145487455","https://openalex.org/I4210088986"],"apc_list":{"value":1200,"currency":"USD","value_usd":1200},"apc_paid":{"value":1200,"currency":"USD","value_usd":1200},"fwci":3.6804,"has_fulltext":true,"cited_by_count":20,"citation_normalized_percentile":{"value":0.92884764,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":"16","issue":"1","first_page":"9","last_page":"22"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11572","display_name":"Information Technology Governance and Strategy","score":0.430400013923645,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11572","display_name":"Information Technology Governance and Strategy","score":0.430400013923645,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.32739999890327454,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11734","display_name":"Decision Support System Applications","score":0.08070000261068344,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/call-centers","display_name":"call centers","score":0.8429999947547913},{"id":"https://openalex.org/keywords/delone-and-mclean-model","display_name":"DeLone and McLean model","score":0.906000018119812},{"id":"https://openalex.org/keywords/success-index","display_name":"success index","score":0.8930000066757202},{"id":"https://openalex.org/keywords/gap-index","display_name":"GAP index","score":0.984000027179718},{"id":"https://openalex.org/keywords/performance-analysis-tools","display_name":"performance analysis tools","score":0.6759999990463257},{"id":"https://openalex.org/keywords/customer-support-services","display_name":"customer support services","score":0.7879999876022339},{"id":"https://openalex.org/keywords/information-systems-success","display_name":"information system success","score":0.4399999976158142}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.8044100999832153},{"id":"https://openalex.org/C180198813","wikidata":"https://www.wikidata.org/wiki/Q121182","display_name":"Information system","level":2,"score":0.5133046507835388},{"id":"https://openalex.org/C2779808267","wikidata":"https://www.wikidata.org/wiki/Q476796","display_name":"Call centre","level":2,"score":0.5106094479560852},{"id":"https://openalex.org/C116834253","wikidata":"https://www.wikidata.org/wiki/Q2039217","display_name":"Identification (biology)","level":2,"score":0.460823655128479},{"id":"https://openalex.org/C28819325","wikidata":"https://www.wikidata.org/wiki/Q5021628","display_name":"Call management","level":3,"score":0.4278033375740051},{"id":"https://openalex.org/C42475967","wikidata":"https://www.wikidata.org/wiki/Q194292","display_name":"Operations research","level":1,"score":0.3769720494747162},{"id":"https://openalex.org/C131969451","wikidata":"https://www.wikidata.org/wiki/Q5021614","display_name":"Call control","level":2,"score":0.3587263822555542},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.3129461407661438},{"id":"https://openalex.org/C119599485","wikidata":"https://www.wikidata.org/wiki/Q43035","display_name":"Electrical engineering","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.0},{"id":"https://openalex.org/C59822182","wikidata":"https://www.wikidata.org/wiki/Q441","display_name":"Botany","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1016/j.eij.2014.11.004","doi":"https://doi.org/10.1016/j.eij.2014.11.004","is_oa":true,"landing_page_url":"https://doi.org/10.1016/j.eij.2014.11.004","pdf_url":"https://www.sciencedirect.com/science/article/pii/S1110866514000383/pdf","source":{"id":"https://openalex.org/S97403527","display_name":"Egyptian Informatics Journal","issn_l":"1110-8665","issn":["1110-8665","2090-4754"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["cwts-core","doaj","dongbi-d","norway-1","oarl","poland-70"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Egyptian Informatics Journal","raw_type":"journal-article"},{"id":"pmh:oai:doaj.org/article:a1c5639217a34068ac18ec63677e50aa","doi":null,"is_oa":true,"landing_page_url":"https://doaj.org/article/a1c5639217a34068ac18ec63677e50aa","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Egyptian Informatics Journal, Vol 16, Iss 1, Pp 9-22 (2015)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.1016/j.eij.2014.11.004","doi":"https://doi.org/10.1016/j.eij.2014.11.004","is_oa":true,"landing_page_url":"https://doi.org/10.1016/j.eij.2014.11.004","pdf_url":"https://www.sciencedirect.com/science/article/pii/S1110866514000383/pdf","source":{"id":"https://openalex.org/S97403527","display_name":"Egyptian Informatics Journal","issn_l":"1110-8665","issn":["1110-8665","2090-4754"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["cwts-core","doaj","dongbi-d","norway-1","oarl","poland-70"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Egyptian Informatics Journal","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2065106956.pdf","grobid_xml":"https://content.openalex.org/works/W2065106956.grobid-xml"},"referenced_works_count":14,"referenced_works":["https://openalex.org/W424585342","https://openalex.org/W1600367887","https://openalex.org/W1857675993","https://openalex.org/W1968724348","https://openalex.org/W1972414376","https://openalex.org/W1996715306","https://openalex.org/W2057012437","https://openalex.org/W2121722108","https://openalex.org/W2127092862","https://openalex.org/W2136941206","https://openalex.org/W2137630169","https://openalex.org/W2151836802","https://openalex.org/W2566196582","https://openalex.org/W4214808054"],"related_works":["https://openalex.org/W2061191791","https://openalex.org/W1968724348","https://openalex.org/W7100689883","https://openalex.org/W61403318","https://openalex.org/W7098825251","https://openalex.org/W7098716591","https://openalex.org/W2910406207","https://openalex.org/W2119338125","https://openalex.org/W7017781142","https://openalex.org/W2788362039"],"abstract_inverted_index":{"With":[0],"the":[1,9,18,41,83,91,102,107,120,130,146,149,152,156,172,183,213,221,240,243,255,264,268],"emergence":[2],"of":[3,13,20,43,63,68,93,111,148,174,215,223,254,267],"Information":[4],"and":[5,8,16,38,45,50,57,89,122,129,155,201],"Communication":[6],"technologies,":[7,36],"relatively":[10],"cheap":[11],"cost":[12],"calls":[14],"(voice":[15],"data),":[17],"use":[19],"call":[21,34,84,94,150,167,176,189,233,244,269],"centers":[22,35,85,168,177,190,245],"to":[23,27,72,87,144,165,170,206,228],"provide":[24],"new":[25,75],"services":[26,46,56,210],"citizens":[28],"has":[29,162],"grown":[30],"extensively.":[31],"Evolution":[32],"in":[33,47,82,127,138,178,258],"systems":[37,226,231],"infrastructures":[39],"allowed":[40],"transformation":[42],"industries":[44],"big":[48],"enterprises":[49],"organizations,":[51],"customer":[52],"support":[53,60,79,204],"services,":[54],"marketing":[55],"after":[58],"sales":[59],"are":[61,116,142,247,262],"examples":[62],"such":[64,196,211],"transformations.":[65],"The":[66,96,235],"objective":[67],"this":[69],"paper":[70],"was":[71,185],"introduce":[73],"a":[74,179],"technique":[76,97],"that":[77,246,261],"can":[78],"decision":[80],"makers":[81],"industry":[86],"evaluate,":[88],"analyze":[90],"performance":[92,147,173,266],"centers.":[95,234],"presented":[98],"is":[99],"derived":[100],"from":[101,191],"research":[103],"done":[104],"on":[105,187],"measuring":[106],"success":[108,153],"or":[109],"failure":[110],"information":[112,225],"systems.":[113,218],"Two":[114,140],"models":[115,227,236],"mainly":[117],"adopted":[118],"namely:":[119],"Delone":[121],"Mclean":[123],"model":[124,134],"first":[125],"introduced":[126,135],"1992":[128],"Design":[131],"Reality":[132],"Gap":[133,157],"by":[136],"Heeks":[137],"2002.":[139],"indices":[141],"defined":[143],"calculate":[145],"center;":[151],"index":[154],"Index.":[158],"An":[159],"evaluation":[160],"tool":[161,184],"been":[163],"developed":[164],"allow":[166,238],"managers":[169],"evaluate":[171,229],"their":[175],"systematic":[180],"analytical":[181],"approach;":[182],"applied":[186],"4":[188],"different":[192],"areas,":[193],"simple":[194],"applications":[195],"as":[197,212,232],"food":[198],"ordering,":[199],"marketing,":[200],"sales,":[202],"technical":[203],"systems,":[205],"more":[207],"real":[208],"time":[209],"example":[214],"emergency":[216],"control":[217],"Results":[219],"showed":[220],"importance":[222],"using":[224],"complex":[230],"used":[237],"identifying":[239],"dimensions":[241,260],"for":[242],"facing":[248],"challenges,":[249],"together":[250],"with":[251],"an":[252],"identification":[253],"individual":[256],"indicators":[257],"these":[259],"causing":[263],"poor":[265],"center.":[270]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":5},{"year":2021,"cited_by_count":3},{"year":2020,"cited_by_count":3},{"year":2019,"cited_by_count":2},{"year":2017,"cited_by_count":2},{"year":2016,"cited_by_count":2},{"year":2015,"cited_by_count":1}],"updated_date":"2026-10-30T12:39:25.321706","created_date":"2016-06-24T00:00:00"}