Customer service quality for an information system group: Measurement and impact on Human Resource Management subsystems

• Main Author: Vida, Fresminda Aure
• Format: text
• Language: English
• Published: Animo Repository 2006
• Subjects: Customer services; Customer services > Management; Customer relations; Personnel management; Psychology
• Online Access: https://animorepository.dlsu.edu.ph/etd_masteral/3404; https://animorepository.dlsu.edu.ph/context/etd_masteral/article/10242/viewcontent/CDTG004085_P.pdf
• Institution: De La Salle University

With the increasing role of Information Systems (IS) in organizations, it is important that their quality of customer service be assessed and monitored so that appropriate strategies would be planned to continuously provide better quality of their products and services. The study was about the development and validation of a measure on customer service quality based on the person-job match framework. It also assessed the extent to which the identified indicators of customer service quality matched the existing Human Resource (HR) Management subsystems. The competencies of customer service quality were identified as technical and functional expertise, customer focus, support service orientation, relationship management and communication. These competencies were matched with the selection criteria, performance indicators and training needs of IS personnel. The results showed a mismatch between the identified competencies and the HR Management subsystems. Recommendations to incorporate the identified competencies with the selection criteria when hiring or placing candidates for the IS job, evaluating employees and planning for training interventions for the IS employees were made to close or minimize the gaps so that IS personnel would become high-performing individuals working together towards a common vision and objectives.