Optimized quality of IT services are those which need pre-analysis of users’ requirements, service provider’s capabilities as well as service specification and standardization. For any organization, maintaining of quality of IT service has become one of the key challenges which holds a significance importance to users’ satisfaction. Thus, this research tries to explore and identify the key factors of service quality dimensions and its affect on Information Technology Service so that organization can understand and follow the possible way to maintain quality of IT service to satisfy its end users. To achieve ultimate target of this research, the relevant three literatures have been reviewed and then the concept structure has been proposed for the analysis. From the respective three literatures, service quality dimensions have been selected to be tested for quality practices in Information Technology Service Department in the United Nations Office on Drugs and Crimes (UNODC).A qualitative research approach has been used to get a better understanding of the issue. The empirical data has been gathered through the study of internal documents, five days of participant observations and in-depth structured interviews with three quality assurance staffs and one IT service user from UNODC. Data presentation and analysis have been done in accordance with the literatures framework and research questions. Finally, conclusion has been drawn by answering research questions based on the issues identified. The findings of the exploratory case study suggest that considering of dependability, prior requirement analysis, and functionality of IT product and services could be taken up to bring realistic, clear, and goal-oriented quality approach in the Information Technology Service which address users’ expectations. The quality dimensions and the gap identified in the research study provide an avenue to address the quality related difficulties that IT service organizations encounter while developing of IT services. This study is expected to create a significant contribution to the areas within a domain of service quality in Information Technology as well as in Information System and Information Management.
| Identifer | oai:union.ndltd.org:UPSALLA1/oai:DiVA.org:lnu-6394 |
| Date | January 2010 |
| Creators | Shrestha, Deepak |
| Publisher | Linnéuniversitetet, Institutionen för datavetenskap, fysik och matematik, DFM |
| Source Sets | DiVA Archive at Upsalla University |
| Language | English |
| Detected Language | English |
| Type | Student thesis, info:eu-repo/semantics/masterThesis, text |
| Format | application/pdf |
| Rights | info:eu-repo/semantics/openAccess |
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