Quality Assessment of the Information Technology (IT) Unit Services in Three Selected Hospitals in Isfahan City Using the Unweighted SERVPERF Model

Abstract

Introduction: Considering the crucial role of IT unit in maintaining, preserving, and enhancing information systems and providing timely information to various individuals, the services provided by this unit must be of high quality. In this regard, the present study aimed to evaluate the quality of services provided by the Information Technology unit in three selected hospitals in Isfahan city using the SERVPERF model. Method: This is a quantitative and applied study . The statistical population consisted of all the employees who received service from the information technology unit in the educational hospitals of Isfahan city. The sample size was 351 people based on the Morgan ’s table. The service quality of the information technology unit in the studied hospitals was investigated using the standard questionnaire of the SERVPERF model (non -weighted) in five areas. Results: The average of service quality of the information technology unit was 3.23, which had a statistically significant difference with the average value of 3 (P<0.05). The highest average is related to reliability (3.28) and responsiveness (3.25), respectively. The lowest average is related to the physical and tangible dimensions (3.14 ). Conclusion: The results show a negative gap in the service quality of information technology units in hospitals. To improve the quality of services in the dimensions of empathy, responsiveness, satisfaction, humility, goodwill, and information updates, regular training classes should be held for the employees of the information technology unit.