Information Technology Service Quality Research Articles

Development and validation of an instrument to evaluate the perspective of using the electronic health record in a hospital setting

BackgroundEvaluating healthcare information systems, such as the Electronic Health Records (EHR), is both challenging and essential, especially in resource-limited countries. This study aims to psychometrically develop and validate an instrument (questionnaire) to assess the factors influencing the successful adoption of the EHR system by healthcare professionals in Moroccan university hospitals.MethodsThe questionnaire validation process occurred in two main stages. Initially, data collected from a pilot sample of 164 participants underwent analysis using exploratory factor analysis (EFA) to evaluate the validity and reliability of the retained factor structure. Subsequently, the validity of the overall measurement model was confirmed using confirmatory factor analysis (CFA) in a sample of 368 healthcare professionals.ResultsThe structure of the modified HOT-fit model, comprising seven constructs (System Quality, Information Quality, Information technology Service Quality, User Satisfaction, Organization, Environment, and Clinical Performance), was confirmed through confirmatory factor analysis. Absolute, incremental, and parsimonious fit indices all indicated an appropriate level of acceptability, affirming the robustness of the measurement model. Additionally, the instrument demonstrated adequate reliability and convergent validity, with composite reliability values ranging from 0.75 to 0.89 and average variance extracted (AVE) values ranging from 0.51 to 0.63. Furthermore, the square roots of AVE values exceeded the correlations between different pairs of constructs, and the heterotrait-monotrait ratio of correlations (HTMT) was below 0.85, confirming suitable discriminant validity.ConclusionsThe resulting instrument, due to its rigorous development and validation process, can serve as a reliable and valid tool for assessing the success of information technologies in similar contexts.

Towards Superior Banking Services Examining Service Strategies and Service Operations Using ITIL as Framework

The implementation of Service Strategy and Service Operation in the banking industry is a key element to improve the quality of information technology (IT) services, strengthening customer satisfaction, and achieve business goals. This research involved analysis of eleven journals that showcased ITIL implementations in the context of financial institutions, highlighting the challenges, solutions, and benefits gained. The findings show that banks have implemented Service Strategy in their operations, as well as using ITIL as a framework. However, there is still room for improvement, such as more regular evaluations. Each bank has unique challenges and opportunities that affect their Service Operation implementations. With a commitment to continuous improvement, banks can continue to improve the quality of IT services, increasing customer satisfaction

Analisis Kualitas Layanan Teknologi Informasi pada Domain Service Operation dengan Pendekatan Framework ITIL V.3 (Studi Kasus: Website Kampus Merdeka)

The Independent Campus programme, which allows students to take courses outside their programme of study and participate in activities outside the university, has experienced rapid growth. However, this growth brings a number of challenges, such as increased data volume, high service demands, and IT infrastructure complexity. The performance and responsiveness of IT services is also a concern, given users' expectations for fast performance. Effective customer support is also required to ensure a satisfactory user experience. To address these issues, an analysis of information technology (IT) management using the ITIL V3 framework in the Service Operation domain was conducted. The results of the analysis show that incident management, service requests, problems, access, and service operations can be improved through the implementation of ITIL. It helps improve operational efficiency, reduce the impact of incidents and problems, accelerate request fulfilment, maintain access security, and improve the quality and availability of IT services. The implementation of ITIL V3 is an important step in supporting the success of the Kampus Merdeka Programme in providing better access to education for students in Indonesia. Thus, the implementation of ITIL V3 is an important step in supporting the success of the Merdeka Campus Programme in providing better access to education for students in Indonesia.

Analysis of the Implementation of ITIL V3 Domain Service Operation in Enhancing the Quality of Information Technology Services

Analysis of the Implementation of ITIL V3 Domain Service Operation in Enhancing the Quality of Information Technology Services

The Role of Information Technology in Improving Urban Governance

The rapid development of information technology has a significant impact on various fields of human life, including urban governance. In the context of urban governance, information technology can be used to improve efficiency, transparency, and community participation in the decision-making process that has an impact on the quality of life of city residents. The purpose of this research is to explain the role of information technology in improving urban governance because it is important in the context of increasingly complex urban development and requires appropriate and efficient decision-making. The focus of this research is qualitative. Methods for gathering information included paying close attention and taking detailed notes, with subsequent analysis including data reduction, visualisation, and inference. The study arrived at the conclusion that the role of information technology in improving urban governance is crucial and requires special attention from the government and relevant stakeholders. By improving access and quality of information technology services, enhancing digital literacy and information technology skills, increasing community participation in urban governance, and improving data security and privacy, the application of information technology in urban governance can become more effective and efficient in improving urban governance.

Are we good enough? A measurement for Information Technology Service Quality (ITSQ) in higher education institutions in Saudi Arabia.

In the present research, we aim to confirm factors for measuring the perceived quality of Information Technology (IT) services within a higher education context. The perceived quality of IT services is complex and is often measured by multi-dimensional constructs, which requires designing a sufficiently valid scale. Drawing upon literature and expert input, this study has identified 5 dimensions of IT service quality. Using an empirical study, we prove that perception of IT Service Quality (ITSQ) has a dimensional structure and can be measured using a 44-item scale which has been satisfactorily validated. A Confirmatory Factor Analysis (CFA) is applied to confirm the relationship between the items and dimensions. The findings of this study present a scale for measuring ITSQ within higher education.

The impact of outsourcing information technology services on business operations

Background: Organisations outsource Information Technology (IT) services in order to keep up with the IT evolution and to remain competitive. Although the IT operations department is responsible to manage service provider service quality, they are not in a position to evaluate IT services performance because of the loss of control and capability in the IT environment.Objectives: This article investigated the impact of outsourcing in-house IT services on the performance of IT operations and how it affects the performance of the organisation.Methods: The qualitative approach was used in this research. Data was collected using structured interviews and were analysed using thematic analysis.Results: Outsourcing of IT services was found to have negative and positive impact on the organisation. Knowledge of the operating environment proved to be significant in the provision of relevant services that add value to the organisation. The results of the analysis revealed that in-house IT and the quality of IT services provided have a direct impact on the performance of the organisation.Conclusion: The study demonstrated that outsourcing IT services impacts the quality and the performance of the organisation positively and negatively. The study recommended that in-house IT and outsource service providers need to collaborate to ensure smooth service delivery, process alignment and also to equip in-house IT with skills to handle first-line support.

Antecedents and mediating role of IT service climate in IT service quality: A mixed methods study

Developing a strong and positive information technology (IT) service climate is important to ensure high-quality IT services. The influence of job resources and personal resources on the IT service climate and the mediating effect of the IT service climate on IT service quality were explored in this study qualitatively and quantitatively. Among the various job resource factors, we found that training, reward, and information system (IS) support can improve the IT service climate. Coworker support shows a non-significant effect on IT service climate. Among the personal resource factors, self-efficacy and hope have significantly positive effects on the IT service climate. Optimism and resilience do not appear to significantly affect the IT service climate. Our results confirm that the IT service climate is an important mediator in enabling certain antecedents to properly impact IT service quality. The IT service climate was found to fully mediate the effects of training, reward, IS support, and hope while partially mediating the effect of self-efficacy. The effect of the IT service climate on IT service quality is also strengthened by a high customer contact frequency. The results presented here may provide scholars and practitioners with a comprehensive, workable understanding of the IT service climate.

Survey of senior frontline clinicians regarding the quality of information technology across the UK

Background/Aims The quality of information technology (IT) services is key to effective healthcare delivery. However, the high aspirations of health ministers for IT services in hospitals may not be aligned with clinicians' perceptions. This study aimed to assess frontline clinicians' perceptions of the quality of IT services in their institutions. Methods The British Orthopaedics Directors Society online forum was used to invite a group of trauma and orthopaedic clinical leads from a range of hospitals to complete a short questionnaire regarding their perceptions of IT service quality in their practice. Results Negative perceptions of IT service quality were found to be common, with 45% of respondents rating their trusts' overall IT quality as poor or very poor. Of these, 13% deemed their trust's IT service quality to be so poor as to put patients at increased risk. Wide disparities were also reported between respondents' ratings of IT infrastructure quality and institutional responsiveness to concerns. Conclusions This small initial evaluation highlights concerning variations in clinicians' perceptions of IT service quality across different trusts. It also suggests the need for further, more detailed assessment and monitoring of IT quality improvement, for which the same questionnaire method may be useful.

INCIDENT MANAGEMENT IN ITSM USING ARTIFICIAL INTELLIGENCE

Due to the development of the digital economy and the increasing importance of information technologies in modern companies, there is a need to ensure the required level of quality of information technology services provided. At the same time, one of the most important processes for achieving effective work of employees and technologies is incident management. The business user must have continuous access to the necessary resources of the information system, and the decision in the event of an incident should not be delayed indefinitely, suspending the business process in the company. Approaches to optimizing the incident management structure based on artificial intelligence tools, including machine learning, have been considered in the article. The positive aspects of using the artificial intelligence in incident management, real examples of companies and projects have been designated, and also the modern process of user support from detecting an incident until solving it has been analysed and presented.

It governance evaluation at the population and civil registry office in kolaka district using cobit 5 framework

The implementation of information technology is compulsory to fit organizational goals. This research aims to evaluate the quality of information technology services at the Population and Civil Registry Office at Kolaka District based on COBIT 5 Framework that focused on DSS (deliver, service and support) domain by measuring the Maturity Level using Process Assessment Model (PAM). The Population and Civil Registry Office is under the local government ‘s auspices which is essential in managing the population. The data collection method was done by distributing questionnaires and conducting interviews. This study used 8 (eight) respondents based on the RACI chart. This research was expected to reach level 3 (established process) to create IT governance that fits organizational goals and international standards. From the research result, it is known that the maturity level from the evaluation process conducted by COBIT 5 using the processes DSS-01, DSS-02, DSS-03, DSS-04, DSS-05, and DSS-06 were as follows: 2 processes were at level 1 (performed process), namely the DSS-05 and DSS-06 while the others (DSS-01, DSS-02, DSS-03, and DSS-04) were at level 2 (managed process).

ESTABLISHING AGILE ORGANIZATIONS THROUGH INFORMATION TECHNOLOGY AND THE IMPACT OF INTERNAL INFORMATION TECHNOLOGY SERVICES PERCEPTIONS ON THE QUALITY OF INFORMATION TECHNOLOGY SERVICES (IN SMALL AND MEDIUM INDUSTRIES OF THE ALBORZ PROVINCE)

The present research has been conducted aiming to establish agile organizations through information technology and the impact of internal information technology services perceptions on the quality of information technology services (in small and medium industries of the Alborz province). This research is a descriptive and field study, and regarding its goal, it is practical; the statistical population includes a part of small and medium industries located in the Alborz province. The data has been collected through the Industrial Towns Company of Alborz province, and includes all managers and experts of small and medium industries of Alborz province. The sampling method in this research is randomly available, and the questionnaire has been randomly and selectively distributed among the individuals of the population. In this research, the desired population has been considered as known (about 1,200 people). Therefore, Morgan table has been used to calculate the sample size. According to the table the statistical size is 291 people. The data collection method is as field, and the measurement tool is the questionnaire. The validity has been confirmed at an acceptable limit by the content and face validity method, and the reliability of measurement tool (questionnaire) has been confirmed by Cronbach's alpha (0.959). In order to analyze the data, at first the acceptability of theoretical model through LISREL software has been addressed, and then data analysis has been specified by the aid of path coefficient. The results show that the model is usable for the statistical population and the model fitness is acceptable. The results of data analysis show that there is a positive relationship between the perception of internal information technology services and the quality of information technology services. There is a positive relationship between the quality of information technology services and information technology agility. There is a positive relationship between the perception of internal information technology services and the agility of information technology services. There is a positive relationship between information technology agility and the agility of the organization

An Empirical Analysis of Social Dimension Factors Towards Better IT Service Quality for Malaysian Public Agencies

Information technology (IT) has become an important part in enabling business decisions and strategies in organizations. The IT unit established in various organizations is responsible to ensure that different business units receive the expected level of technical assistance which they require. However, in many cases, the common understanding between business and IT is rarely achieved. This leads to the debate on how business and IT can be aligned in ensuring better IT services is provided to the end-users. Hence, there is a need to identify critical social factors that lead to better alignment thus leads to better service quality. This paper aims to conceptualize how business-IT alignment would have the impact to IT services through the social aspects of cognition, shared knowledge, and communication. A model is derived from the findings of the literatures and tested within the domain of the Malaysian agriculture public sectors using quantitative method. Results indicate that there are positive impacts of social dimensions towards business-IT alignment and thus has a significant impact towards IT service quality. This model reveals the insight on the importance of social alignment dimension factors in achieving better IT service quality in government agency setting.

Information Technology Service Quality Measurement: A Review

This is a review of the current state of research in the area of Information Technology (IT) service quality measurement. The service quality research has many available theoretical models and corresponding measurement scales. There are ongoing debates and differing viewpoints in this area that have proliferated over more than thirty years, since the mid-1980s. This article attempts to identify the available instruments for IT service quality, and summarize the debate around them. Research on electronic services is examined additionally, since much of the academic community agrees on measuring them differently from human-mediated services. The study finds that SERVQUAL, despite its documented limitations, still provides an adequate and acceptable instrument for IT service quality measurement for researchers. The field of electronic services has a multitude of available valid scales to choose from, but not a single dominating scale or theory.

When Ignorance Can Be Bliss: Organizational Structure and Coordination in Electronic Retailing

This study examines coordination issues that occur between the marketing department and the information technology (IT) department in electronic retail settings. We consider a marketing department that is responsible for choosing the level of advertising to generate traffic to the firm’s website and an IT department that is responsible for choosing IT capacity to provide web visitors a satisfactory experience. The focus here is to examine how duopolistic advertising competition among firms can affect the organizational structure (centralized or decentralized) within each firm. In essence, our interest lies in the question: How does the presence of interfirm competition affect intra-firm coordination (i.e., organizational structure)? As a benchmark, we develop and solve a centralized decision model wherein the levels of advertising and IT capacity are jointly chosen in each firm to maximize profit. This is compared with a decentralized decision model in which the marketing department could potentially advertise suboptimally because its assessment of IT factors (the served traffic rate) is inaccurate. We find that competition can lead to a decentralized equilibrium in which both firms choose not to coordinate among their internal departments. More importantly, we find that when marketing moderately underestimates IT service quality, coordination results in a prisoners’ dilemma (PD) equilibrium for each firm whereas decentralization is socially optimal but with an off-equilibrium outcome (resulting in higher profits for each firm). That is, the conventional wisdom that “more coordination is good” could push firms toward a PD equilibrium when they can both be better off by not coordinating internally in the face of competition. This result also implies that if marketing tends to underestimate the capabilities of the IT department, it may be better to encourage such firms to coordinate less rather than encouraging them to coordinate more. The online appendix is available at https://doi.org/10.1287/isre.2017.0725 .

Validation of the ISS-QUAL and the role of gender, age and education on it service quality in the public sector

Public organizations have invested heavily in information technology (IT) and have created internal specialized IT services departments which must be managed from the perspective of the provision of services. The people involved in these organizations can be grouped by demographic characteristics such as gender, age and level of formal education. Thus, the study has two objectives. The first is to test, in the context of the public sector, the validity of the ISS-QUAL, a new scale developed to measure the IT service quality provided by internal IT departments. The second objective is to analyze the role of the variables of gender, age and the level of education of public servants on the perception of IT service quality provided by internal departments. For this purpose, we used structural equation modeling to perform a confirmatory factorial analysis with a sample of 879 IT users, as well as to identify the role of gender, age and level of users’ formal education on perceived service quality. The results confirm the validity and the high explanatory power of the ISS-QUAL within the scope of public organizations, and indicate that the demographic characteristics of public servants differentially affect service quality factors. The study presents the implications of the results for researchers in the field and for managers of internal IT departments in the public sector.

Influence of customer participation on information technology services

PurposeThe purpose of this paper is to investigate how customer participation (CP) influences the two contrasting relationship maintenance mechanisms: dedication and constraint, and identifies its antecedents in the context of business-to-business information technology (IT) services.Design/methodology/approachAn empirical study was conducted through a survey of 126 firms receiving IT services in Taiwan. The partial least squares method was used to test the conceptual model of the study.FindingsThe results indicated that CP positively relates to IT service quality, thereby influencing satisfaction (i.e. dedication). In addition, CP was also found to be positively associated with switching costs (i.e. constraint). Both satisfaction and switching costs have significant influences on loyalty. Furthermore, IT capabilities, organizational compatibility, and role clarity are positively related to CP.Research limitations/implicationsLongitudinal studies are needed to explore how CP affects the dual mechanisms in different phases of customer-firm relationships.Originality/valueThe study contributes to a thorough understanding of the influences of CP on relationship maintenance.

Standards, Best Practices and Codes of Ethics Impact on IT Service Quality – The Case of Slovenian IT Departments

The purpose of this paper is to explore the critical success factor for implementing standards, best practices and codes of ethics, what their benefits are when implemented and how they impact the quality of information technology (IT) services. Through extensive literature review and interview with experts in the field we identified instrumental determinants. The structural equation model (SEM) has been used on the case of IT departments in large Slovenian companies to test the hypotheses presented. The study is based on 102 responses from IT managers in large Slovenian companies. Research findings confirmed a positive correlation between used factors. DOI: 10.15458/85451.39

Does the quality of information technology support affect work–life balance? A study of Australian physicians

Healthcare is a sector where investments in information technology (IT) have been found to be associated with improvements in the quality of care, efficiency, and safety. Prior studies have not asked whether the quality of IT is also associated with improved work–life balance for employees. This study addresses that question using the Job Demands-Resources model and a longitudinal sample of 11,140 physicians in Australia. Controlling for a variety of factors that may also influence work–life balance, and using diverse specifications, the reported quality of IT services is positively associated with work–life balance. The measured effects of IT support are smaller than those for long and unpredictable work hours, but similar to those for many other job demands and resources, such as colleague support, complex patients, or part-time employment for women physicians. Implications for HR researchers and practitioners are discussed in conclusion.

Creating agile organizations through IT: The influence of internal IT service perceptions on IT service quality and IT agility

Businesses continue to make large investments in information technology (IT) resources, and it is crucial for them to implement effective management strategies to better leverage these resources. Modern organizations are increasingly dependent on IT to remain agile and competitive in a rapidly changing market, but there remain gaps in understanding how IT resources support IT agility. Recent IT strategy research highlights the role of IT service climate in driving positive IT service quality, and we extend this work in the form of a theoretical model that relates an organization’s internal IT service perceptions to IT agility. We hypothesize a partially mediated relationship wherein internal IT service perceptions positively affects IT agility, both directly and indirectly, through facilitating positive IT service quality, highlighting the crucial role of IT personnel and their service orientation in provisioning services to enable IT agility. We test our model with an unmatched survey of 400 full-time IT managers and professionals and find strong support for our hypotheses. Our results have important implications for future research and practice, as the IT community continues to seek to adopt effective strategies for managing and leveraging its expensive resources.