Identifying Factors Affecting Service Quality Assurance in Order to Improve Human Resource Productivity Based on the Information Technology Service Management System

Abstract

The main objective of this study was to identify and explain the factors affecting service quality assurance in order to improve human resource productivity based on the Information Technology Service Management (ITSM) system in service organizations, with emphasis on the Foundation of Martyrs and Veterans Affairs of Ilam Province. This study was conducted using a mixed-methods approach (qualitative–quantitative). In the qualitative phase, thematic analysis and semi-structured interviews were employed with 14 academic experts, managers, and specialists familiar with Information Technology Service Management. Purposeful sampling was applied and continued until theoretical saturation was achieved. Qualitative data were analyzed using MAXQDA14 software, and after coding and refinement, the main dimensions, components, and indicators of the study were identified. In the quantitative phase, a descriptive–survey method was utilized and a researcher-made questionnaire was designed based on the qualitative findings. The statistical population included experts in public management and technology management, among whom 40 participants were selected for exploratory factor analysis. Data analysis was performed using SPSS software, and the KMO index and Bartlett’s test were used to assess model adequacy. The results of thematic analysis indicated that the factors affecting service quality assurance could be categorized into 9 main dimensions, 35 components, and 97 indicators. The major dimensions included IT service quality and assurance, human resource productivity, service knowledge management, communication management and stakeholder experience, continuous improvement, IT governance and leadership, quality culture and organizational maturity, ethics and trust, and the integration of human resources and ITSM. Furthermore, the results of exploratory factor analysis showed that the KMO value was 0.755 and Bartlett’s test was significant at p < 0.001, confirming the adequacy of the sample and the suitability of the data for factor analysis. In addition, the nine extracted factors explained 52.86% of the total variance, indicating the acceptable explanatory power of the proposed model. The findings demonstrated that service quality assurance within the framework of Information Technology Service Management is a multidimensional concept that depends on the simultaneous interaction of technological, human, managerial, knowledge-based, and cultural factors. The results revealed that achieving sustainable service quality and improving human resource productivity cannot be accomplished solely through the development of technological infrastructures, but also requires alignment among human resource management systems, organizational culture, knowledge management, IT governance, and continuous improvement approaches. Therefore, service organizations can enhance service quality, human resource productivity, and stakeholder satisfaction by implementing an integrated and human-centered ITSM approach.