Exploring service quality dimensions of it shared services in the malaysian public sector

Research output: Contribution to journalArticle

Abstract

Sharing services is an increasingly viable business strategy involving the consolidation of support functions managed by one agency or known as a shared service organization or shared service center. The intention is to provide a more effective and efficient service to the organization. In order to ensure that the service quality of the shared services is consistently excellent, customer satisfaction is one of the best tools to measure the performance level of the services provided. There have been few studies on shared services relating to the Information Systems domain. Thus, there are many research opportunities, especially for the outcome and evaluation phases. For this research, we need to know the relevant quality dimension for shared services. This paper explores the dimensions and factors of service quality for IT Shared Services. It then develops the service quality model for measuring IT shared services customer satisfaction based on past studies and interviews with shared services IT managers in MAMPU. Three case studies on IT infrastructure shared services in the public sector of Malaysia are used. This article recommends nine (9) dimensions, namely tangibles, reliability, responsiveness, assurance, empathy, continuous service improvement, change management, technology availability and security. The dimensions identified will assist the shared service organization in giving priority attention to improving service quality delivery.

Original languageEnglish
Pages (from-to)97-104
Number of pages8
JournalInternational Journal of Advanced Trends in Computer Science and Engineering
Volume8
Issue number1.4 S1
DOIs
Publication statusPublished - 1 Jan 2019

Fingerprint

Customer satisfaction
Quality of service
Consolidation
Information systems
Managers
Availability
Industry

Keywords

  • Customer Satisfaction
  • IT Shared Services
  • Service Quality
  • Shared Services

ASJC Scopus subject areas

  • Computer Science (miscellaneous)
  • Electrical and Electronic Engineering

Cite this

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