A Comprehensive Framework of Information Technology Service Quality Assessment in a Manufacturing Company

Sheikh Aboumasoudi, Abbas; Khamoushpour, Behnam; Shahin, Arash; Khademolqorani, Shakiba

doi:10.22034/ijiems.2023.366110.1058

A Comprehensive Framework of Information Technology Service Quality Assessment in a Manufacturing Company

Document Type : Original Article

Authors

Abbas Sheikh Aboumasoudi ¹

Behnam Khamoushpour ¹

Arash Shahin ²

Shakiba Khademolqorani ³

¹ Department of Industrial Engineering, Najafabad Branch, Islamic Azad University, Najafabad, Iran

² Department of Management, University of Isfahan, Isfahan, Iran

³ Department of Industrial Engineering, Engineering faculty, Sheikh Bahaei University, Isfahan, Iran

10.22034/ijiems.2023.366110.1058

Abstract

With the advancement of technology, service quality has become strongly reliant on providing Information Technology (IT) services in all sections of an organization. Accordingly, a comprehensive framework is represented in this study to assess the quality of services supplied by the IT unit in a manufacturing company, which integrated the SERVQUAL model, the service quality gap, and IT service management metrics across the entire organization's supply chain. Regarding model reliability, a data-based decision model was designed in which big data analysis, including data mining and machine learning methods, was considered. Moreover, the essential analytical objectives for evaluating the IT unit, along with the data collection method and appropriate tools, were figured out. A steel production company was also used to express the efficiency and effectiveness of the proposed framework. The results determined SERVQUAL dimensions of reliability, responsiveness to tangible factors, sympathy, guarantee and the functional dimensions of problem-solving time, response time, and agreed service level are the most important, respectively.

Keywords

Service Quality

SERVQUAL

Gap Analysis

ITSM

Data Mining

Machine Learning