Empirical Investigation into ICT Services Evaluation Within a Public Institution

Abstract

The aim of the paper is to investigate the quality of Information and Communication Technology (ICT) services provided to employees in a public administration organization. The Region of Central Macedonia (RCM) was chosen as the examined enterprise/organization. The provider of these services is exclusively the Department for Transparency and eGovernment (DTeG). After a presentation of the theory behind service quality measurement in general and in ICTs specifically, a quantitative research was carried out, utilizing a SERVPERF-derived, ICT-adapted, short form 13-item/4-dimension instrument approach. This research indicated that RCM employees value both the quality of the ICT services, as well as the satisfaction from them, as provided by DTeG, highly. The adapted SERVPERF instrument exhibited high internal consistency values, as well as strong correlation between its items and the overall perceived quality and satisfaction. Dimensionality tests indicated that two dimensions of the service quality constructs are measured: a combined “reliability”, “responsiveness” and “assurance” dimension and an “empathy” one. the findings can be used by the targeted organization to improve the quality of ICT services and better meet the needs of their users.