CLASSIFICATION OF SERVICE QUALITY CHARECTISTICS OF PROVISION OF INFORMATION TECHNOLOGY SERVICES DURING THE COVID-19 PANDEMIC BY APPLYING THE ANALYTICAL KANO MODEL (A-KANO): A CASE STUDY OF A FACULTY OF SCIENCE AND TECHNOLOGY UNDER CONTROL OF THE STATE

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Published: Dec 22, 2023
Keywords:
Information Technology Service Quality Characteristics Coronavirus-19 Pandemic Analytic Kano Model SERVQUAL Model

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Maliwan Phuttara
Faculty of Engineering, Mahidol University

Abstract

The purpose of this research was to analyze the users’ satisfaction with information technology (IT) services quality during the Coronavirus-19 (COVID-19) pandemic. This study identified characteristics of IT service quality based on the SERVQUAL model, and identified the characteristics of information service quality that affect users’ satisfaction. The Faculty of Science and Technology belonging to an autonomous higher education institution was used as a case study. A survey research was conducted by using the research sample of 133 staff members (consisting of academic staff members and supporting staff members). A questionnaire obtained from the synthesis of literature reviews and relevant documents was used as a research instrument for data collection. The gathered data was analyzed by applying “A-Kano model” (Analytical Kano Model) approach. The results of this study could be concluded as follows: (1) fifteen characteristics of IT service qualities were identified based on the SERVQUAL model through synthesis of literature review; (2) the analysis results of “A-Kano model” showed that there were 5 characteristics classified as “attractive characteristics”and other 10 characteristics classified as “indifferent characteristics”. This research provides both academic and practical contributions. The academic contribution is that it is the first study to apply “A-Kano model” to characterize the quality of IT services during the COVID-19 pandemic. As for the practical contribution, the executives of the case study institution can use the findings from this research to improve the quality of IT service during the COVID-19 pandemic. In addition, other organizations can apply the conceptual framework of this study in a similar context.

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How to Cite
Phuttara, M. (2023). CLASSIFICATION OF SERVICE QUALITY CHARECTISTICS OF PROVISION OF INFORMATION TECHNOLOGY SERVICES DURING THE COVID-19 PANDEMIC BY APPLYING THE ANALYTICAL KANO MODEL (A-KANO): A CASE STUDY OF A FACULTY OF SCIENCE AND TECHNOLOGY UNDER CONTROL OF THE STATE. Panyapiwat Journal, 15(3), 195–212. retrieved from https://so05.tci-thaijo.org/index.php/pimjournal/article/view/261609
Issue
Vol. 15 No. 3 (2023): September-December
Section
Research Article
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