End user perception of IT service delivery in manufacturing organisations
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Authors
Kruger, Rynhardt
Issue Date
2009-04-09
Type
Research Report
Language
en
Keywords
Information Technology , Service delivery , Manufacturing organisations , End user perception
Alternative Title
Abstract
Abstract
In today’s business world, the delivery of superior information technology services
has become an important deliverable for successful organisations. This study
focuses on the end user perception of information technology service quality in
manufacturing organisations. The study focuses on one manufacturing organisation,
namely Nissan South Africa, a supplier of quality vehicles to South African
customers.
The main research problem describes the necessity of having a tool in place that can
measure users’ perception of information technology service quality. The two subproblems
describe the change of perception regarding information technology
service quality when measured from a functional area or designation level
perspective. The functional area represents the various departments within an
organisation and the designation level, the hierarchical position of the employee
within an organisation.
A broad literature review is conducted and a theoretical foundation is developed and
relevant service quality models are reviewed and adjusted in order to construct a
model to measure information technology from a service quality perspective.
The information has been collected by means of a questionnaire, which was
distributed to approximately 1200 users.
i i
The overall perception of the information technology service quality, as experienced
by the Nissan user base, is rated as above average customer satisfaction. No
significant differences are identified between the demographic levels and the
dimensions of the service quality model.
Even though the model used in this study provides a good indication of the
information technology service quality, it needs to be refined on a continuous basis in
order to ensure that it is aligned with the dynamic nature of information technology.
Description
Citation
Publisher
University of South Africa