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

Abstract

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. The essential analytical objectives for evaluating IT unit , 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.