scholarly journals Developing an Improved ITSM Framework for Ethio Telecom

2021 ◽  
Vol 2 (3) ◽  
pp. 64-74
Author(s):  
Getamesay Berihun ◽  
Dereje Teferi Lemma
Keyword(s):  
Customer Satisfaction ◽  
Service Provider ◽  
Service Management ◽  
Research Study ◽  
Service Providers ◽  
Primary Data ◽  
Research Approach ◽  
It Services ◽  
Telecom Service

Abstract—Telecom service providers are engaged exhaustively in providing various kinds of IT services for their customers. These IT services should be customer-oriented, and quality-based to be competitive in the market. To this end, organizations should manage their IT services effectively and efficiently by introducing various Information Technology Service Management (ITSM) mechanisms. However, improving or developing optimal ITSM mechanisms is a subject of great concern that needs further investigation academically. Hence, developing an improved and customized ITSM framework to manage the various IT services delivered by the IT service provider is important.To the best of the researcher’s knowledge, little or no research has been conducted to design and develop ITSM frameworks for the telecom sector in Ethiopia. Previous studies focused on the implementation, adoption, tailoring, and system or model development for selected ITSM processes within the Ethiopian context. Ethio telecom (ET), the sole telecom service provider of Ethiopia, has a gap in the existing ITSM practices. Hence, this research study intends to investigate the current ITSM practice of Ethio telecom and propose an ITSM framework based on ITIL best practices that ensures the quality of IT services and improve customer satisfaction. Design science research methodology was employed to design and develop the ITSM framework. Furthermore, a qualitative research approach was followed to gather and analyze the primary data. Semi-structured interviews, observation, and document analysis were employed to collect different kinds of data. Also, thematic analysis was used to analyze the data that was collected from the respondents. A triangulation technique was applied to keep the validity and reliability of the research study. The findings of the research revealed that the existing ITSM practice did not address the needs of the organization. Finally, a new ITSL framework was proposed by incorporating the needs of the organization and demonstrated to selected respondents after passing through rigorous design, development, and evaluation stages. The proposed framework was evaluated by various IT staff through validated evaluation models. Consequently, the evaluation result disclosed that the proposed framework can help to improve the current ITSM practice of the company by maximizing the quality of IT services and customer satisfaction.

scholarly journals Developing an Improved ITSM Framework for Ethio Telecom

2021 ◽  
Vol 3 (2) ◽  
pp. 433-455
Author(s):  
Getamesay Biyadgilign Berihun ◽  
Dereje Teferi
Keyword(s):  
Best Practices ◽  
Service Management ◽  
Service Providers ◽  
Model Development ◽  
It Services ◽  
Technology Service ◽  
Telecom Service ◽  
Information Technology Service ◽  
Telecom Sector

Telecom service providers are engaged exhaustively in providing various kinds of IT services for their customers. These IT services should be customer-oriented, and quality-based to be competitive in the market. To this end, organizations should manage their IT services effectively and efficiently by introducing various Information Technology Service Management (ITSM) mechanisms. However, improving or developing optimal ITSM mechanisms is a subject of great concern that needs further investigation academically. To the best of the researcher’s knowledge, little or no research has been conducted to design and develop ITSM frameworks for the telecom sector in Ethiopia. Previous studies focused on the implementation, adoption, tailoring, and system or model development for selected ITSM processes within the Ethiopian context. Ethio telecom (ET), the sole telecom service provider of Ethiopia, has a gap in the existing ITSM practices. Hence, this research study intends to investigate the current ITSM practice of Ethio telecom and propose an ITSM framework based on ITIL best practices that ensures the quality of IT services and improve customer satisfaction.

COMPARATIVE ANALYSIS OF CUSTOMER SATISFACTION OF TELECOM SERVICE PROVIDERS IN HARYANA

2021 ◽  
Vol 9 (1) ◽  
pp. 709-719
Author(s):  
RAMESH C. HOODA, DR. VIKAS TYAGI
Keyword(s):  
Comparative Analysis ◽  
Customer Satisfaction ◽  
Mobile Networks ◽  
Research Study ◽  
Service Providers ◽  
Advanced Technology ◽  
Survey Method ◽  
Extensive Literature ◽  
Systematic Analysis ◽  
Telecom Service

Objective of the study is to make a comparative analysis of customer satisfaction of different Telecom Service Providers in Haryana along with identification of factors which influence customer satisfaction. After completing extensive literature review, eight attributes  namely ‘attractive offers’, ‘using advanced technology’, ‘mobile provider being friendly’, ‘reliability’, ‘promptness of response’,  ‘it delivers promises, it makes’, ‘availability’ and ‘network’ are identified influencing customers satisfaction. Survey method was adopted for the study. 250 respondents of different TSP’s covering all Telecom Districts in Haryana. SPSS 21.0 was applied for analysis of the collected data. Statistical tools namely Descriptive Analysis, Frequency Analysis, Cross-Tabs Analysis and One Way ANOVA were used in the research study. After systematic analysis and findings of the study, it is found that highest percentage of respondents are satisfied with the attributes namely ‘attractive offers’, ‘mobile provider being friendly’, ‘availability’ and ‘network’ of Airtel along with ‘reliability’ and ‘it delivers promises, it makes’ of Vodafone-Idea, ‘promptness of response’ of BSNL and ‘using advanced technology’ of Reliance-Jio. It is also revealed from the study that Airtel is required to improve ‘reliability’ and ‘availability’ of its mobile networks. Vodafone-Idea needs to improve upon the attributes ‘attractive offers’, ‘using advanced technology’, ‘mobile provider being friendly’ and ‘network’. BSNL may further improve ‘promptness of response’ and Reliance-Jio needs to show improvement about ‘it delivers promises, it makes’. It is concluded from the research study that services of Airtel are preferred by maximum percentage of respondents.

Quality-Oriented IT Service Management

2011 ◽  
pp. 108-123
Author(s):  
Patrick Wild
Keyword(s):  
Service Quality ◽  
Service Provider ◽  
Service Management ◽  
Service Providers ◽  
It Services ◽  
Quality Model ◽  
High Quality ◽  
Quality Requirements ◽  
Reference Models ◽  
It Service

<div>Due to the increasing importance of the tertiary sector, information technology (IT) organizations need to face up to new challenges, since their daily business has changed from development and operation of information technology to the customer oriented provision and management of IT services. In order to survive in the market, service providers need to offer and manage competitive and distinctive IT services. The “Profit Impact of Market Strategies” (PIMS) program has emphasized the need for service quality as being a crucial, strategic competitive factor. However, IT service providers do not have guidance of what quality requirements are supposed to be fulfilled to provide high-quality IT services. Different reference models and frameworks such as ITIL (Information Technology Infrastructure Library), COBIT (Control Objectives for Information and related Technology) and ISO 20000 are widely used by many IT organizations for improving service management processes and performance. However, these reference models do not address the improvement of service quality in a consistent manner and it is not clear whether these models have the capability to close quality gaps which may arise within a service provider environment.</div><div><br></div><div>Therefore, this chapter proposes an IT service quality model for identifying potential quality&nbsp;gaps and quality dimensions in an IT service provider environment. Furthermore, it proposes a set of different quality requirements combined in a “Quality Requirements Model for IT Services” that are needed in order to close the respective quality gaps and fulfill the individual quality dimensions. The model is developed by mapping&nbsp;the reference models ITIL v3, COBIT and ISO 20000 to the previously developed quality model. The results of the mappings emphasize that all three models are partially capable to close the individual gaps of the quality model as well as to guarantee the fulfillment of respective quality dimensions. The fulfillment of these developed quality requirements can be utilized as a guideline for providing and managing high-quality IT services in the long term.</div><div><br></div><div>Finally, the maturity level is analyzed and pointed out that most of the quality requirements are assigned to maturity stage 2 or 3. This implies that an IT service provider does not necessarily have to reach a maturity stage 4 or 5 being able offering high service quality.</div><div><br></div><div>In summary, the chapter provides guidance and quality-oriented IT Service Management to answer the following questions:</div><div><br></div><div><ul><li>What kind of quality gaps exist in a service provider environment?<br></li><li>Do reference models such as ITIL, COBIT and ISO 20000 have the capability to close quality gaps which may arise within a service provider environment?<br></li><li>What processes, activities and functions from which reference model are needed in order to close the respective gaps?<br></li><li>What quality requirements need to be implemented in order to provide high-quality IT services?<br></li><li>What maturity level do service providers need to reach in order to fulfill quality requirements?<br></li></ul></div>

scholarly journals Customer Satisfaction in the Banking Industry in Ghana: A Case of GCB Bank Limited in Wa Municipality

2016 ◽  
Vol 3 (2) ◽  
pp. 217 ◽  
Author(s):  
Abdul-Moomin Adams ◽  
Motin Bashiru ◽  
Ibrahim Abu Abdulai
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Banking Industry ◽  
Training Programme ◽  
Primary Data ◽  
Research Approach ◽  
Cross Sectional ◽  
Service Training ◽  
Wa Municipality

<p>The banking industry in the Wa Municipality has experienced some growth over the past decade. This results in increased competition among banks in the industry as each bank tries to capture a greater market share. Banks achieve competitive advantage through innovations of products that reflect customers’ expectations. Despite this competition, customer satisfaction in GCB Bank Limited is perceived to be low. However, there is no empirical evidence to establish whether the products and services delivered by the bank meet customers’ expectation. This study was set out to assess the quality of products and services of GCB bank; and to assess the level of customer satisfaction with products and services of GCB bank. The study employed the cross-sectional research design and the mixed research approach so that the research findings could be generalized. Primary data were collected from 155 customers of GCB bank using questionnaires. The customers were selected through accidental sampling. Data were analysed using descriptive statistics. The study revealed that current account, savings account and ATM services were at least of high quality to majority of the respondents. However, over 40% of the respondents were not satisfied with the quality of the bank’s products and services. Management of GCB bank should organize a regular in-service training programme on customer service for the entire staff of the Wa branch in order to improve their customer service skills which would ultimately impact positively on the performance of the bank.</p>

scholarly journals Analisis Kepuasan Pelanggan dengan Menggunakan SERVQUAL: Studi Kasus Layanan IndiHome PT. Telekomunikasi Indonesia, Tbk, Regional 1 Sumatera

2017 ◽  
Vol 1 (2) ◽  
pp. 61 ◽  
Author(s):  
M. Mujiya Ulkhaq ◽  
Monalisa Putri Br. Barus
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Provider ◽  
Service Providers ◽  
Network Service ◽  
High Expectations ◽  
Network Service Provider ◽  
State Owned Enterprise ◽  
Preliminary Study

As competition increases, delivering better service becomes more important; it is not with the expception of PT. Telekomunikasi Indonesia, Tbk (PT TELKOM), which is the only state-owned enterprise as well as the largest telecommunication and network service provider in Indonesia. This is because service quality is considered as an important aspect for the success of the service provider. This study aims to assess the service quality of PT. TELKOM for IndiHome products. A preliminary study showed that there are many customers complaining about IndiHome's service quality. In addition, the tight competition and the emergence of several similar service providers as well as attractive promotion will inevitably attract customers not to be loyal if PT. TELKOM does not immediately improve the quality of the service. This research was conducted not only to assess the service quality of IndiHome (using SERVQUAL), but also to give some recommendations to PT. TELKOM especially Regional 1 Sumatra in order to attain customer satisfaction. There were 153 respondents who participated in this study. The results show that on average, customers are not satisfied (the gap value is −1.539). This negative value means that the customers have high expectations of the services that should be delivered by PT. TELKOM, but in reality the performance of the service is not as high as their expectations. Therefore, some recommendations are given to improve the performance of IndiHome’s service quality so that the customers are satisfied.

scholarly journals Perceptions and expectations of IT service delivery post migration to a Microsoft platform at a university of technology in South Africa

2015 ◽  
Author(s):  
◽  
Nerina Reddy
Keyword(s):  
South Africa ◽  
Service Delivery ◽  
Service Management ◽  
Research Approach ◽  
Full Time ◽  
It Services ◽  
It Service ◽  
University Of Technology ◽  
Perceptions And Expectations

The implementation of Microsoft (MS) technologies and solutions as organisational infrastructure within the higher education arena has become a popular choice both internationally and within South Africa. With benefits such as reduced costs, improved productivity and improved service delivery to both staff and students, MS technologies and solutions seem to be the preferred choice for many institutions worldwide. The Durban University of Technology (DUT) was the first university of technology in South Africa to implement all nine MS technologies simultaneously. Since migration to the MS platform in 2009, DUT staff have raised concerns regarding the new solutions, particularly with reference to aspects such as security, accessibility, and reluctance to use self-help tools to improve their IT experience. Migrating from a non-integrated system to an integrated MS platform thus resulted in IT service delivery becoming a contentious issue. . This study discussed: the quality of IT service delivery regarding the MS infrastructure within the DUT; the types of MS technologies and solutions implemented; the resulting impact that these have had on the full time administrative and academic staff at the DUT; and their perceptions and expectations of IT service delivery. Using a mixed methods research approach and underpinned by the modified SERVQUAL framework viz. RATER, the quality of this service was investigated. This study yielded both positive and negative findings regarding expectations and perceptions of the quality of IT services. Results indicated that although staff were generally positive about the migration and satisfied with the resulting IT service delivery, there was room for improvement in terms of the quality of IT services offered by DUT’s Information Technology Support Services Department. Based on the findings, recommendations for improved IT service delivery (ITSD) and IT service management (ITSM) were proposed. It was also recommended that the framework deemed most suitable in the MS dominant IT infrastructure, is the MS Operations framework.

Comparative Analysis of Customer Satisfaction of Telecom Service Providers in Haryana

2021 ◽  
Vol 36 (2) ◽  
pp. 132-139
Author(s):  
Ramesh C. Hooda ◽  
Dr. Vikas Tyagi
Keyword(s):  
Comparative Analysis ◽  
Customer Satisfaction ◽  
Mobile Networks ◽  
Research Study ◽  
Service Providers ◽  
Advanced Technology ◽  
Survey Method ◽  
Extensive Literature ◽  
Systematic Analysis ◽  
Telecom Service

Objective of the study is to make a comparative analysis of customer satisfaction of different Telecom Service Providers in Haryana along with identification of factors which influence customer satisfaction. After completing extensive literature review, eight attributes namely ‘attractive offers’, ‘using advanced technology’, ‘mobile provider being friendly’, ‘reliability’, ‘promptness of response’, ‘it delivers promises, it makes’, ‘availability’ and ‘network’ are identified influencing customers satisfaction. Survey method was adopted for the study. 250 respondents of different TSP’s covering all Telecom Districts in Haryana. SPSS 21.0 was applied for analysis of the collected data. Statistical tools namely Descriptive Analysis, Frequency Analysis, Cross-Tabs Analysis and One Way ANOVA were used in the research study. After systematic analysis and findings of the study, it is found that highest percentage of respondents are satisfied with the attributes namely ‘attractive offers’, ‘mobile provider being friendly’, ‘availability’ and ‘network’ of Airtel along with ‘reliability’ and ‘it delivers promises, it makes’ of Vodafone-Idea, ‘promptness of response’ of BSNL and ‘using advanced technology’ of Reliance-Jio. It is also revealed from the study that Airtel is required to improve ‘reliability’ and ‘availability’ of its mobile networks. Vodafone-Idea needs to improve upon the attributes ‘attractive offers’, ‘using advanced technology’, ‘mobile provider being friendly’ and ‘network’. BSNL may further improve ‘promptness of response’ and Reliance-Jio needs to show improvement about ‘it delivers promises, it makes’. It is concluded from the research study that services of Airtel are preferred by maximum percentage of respondents.

An integrative transformative service framework to improve engagement in a social service ecosystem: the case of He Waka Tapu

2017 ◽  
Vol 31 (4/5) ◽  
pp. 423-437 ◽  
Author(s):  
Maria Hepi ◽  
Jeff Foote ◽  
Jörg Finsterwalder ◽  
Moana-o-Hinerangi Moana-o-Hinerangi ◽  
Sue Carswell ◽  
...  
Keyword(s):  
Social Service ◽  
Service Provider ◽  
Service Providers ◽  
Social Issues ◽  
Well Being ◽  
Primary Data ◽  
Service Research ◽  
Research Approach ◽  
Content Type ◽  
Social Service Provider

Purpose This study aims to understand the engagement between an indigenous social service provider and marginalised clients deemed “hard-to-reach” to gain an insight into how to improve the client’s engagement and well-being through transformative value co-creation. Design/methodology/approach The exploratory study’s findings draw on primary data employing a qualitative research approach through document analysis and in-depth interviews with clients, social workers and stakeholders of the focal social service provider in New Zealand. Findings The findings indicate that there are inhibitors and enablers of value or well-being co-creation. The lack of client resources and a mismatch between client and social worker are primary barriers. Other actors as well as cultural practices are identified as enablers of well-being improvement. Research limitations/implications This research reports on a single social service provider and its clients. These findings may not be readily transferrable to other contexts. Practical implications Findings indicate that social service providers require a heightened awareness of the inhibitors and enablers of social service co-creation. Social implications Both the integrative framework and the findings provide a sound critique of the prevailing policy discourse surrounding the stigmatisation of members of society deemed “hard-to-reach” and the usefulness of such an approach when aiming at resolving social issues. Originality/value This is the first exploratory study that reports on the engagement between a social service provider and its clients in a dedicated Māori (indigenous) context by employing an integrative research approach combining transformative service research, activity theory and engagement theory.

PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PLN RAYON KEDIRI KOTA (STUDI KASUS PEMBAYARAN REKENING LISTRIK DI PLN RAYON KEDIRI KOTA)

2019 ◽  
Vol 1 (2) ◽  
pp. 96
Author(s):  
Septiyan Budi Santoso ◽  
Heribertus Budi Santoso ◽  
Ana Komari
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Primary Data ◽  
Customer Complaints ◽  
Work Area

This study aims to determine how high the level of customer satisfaction with the service of PLN Rayon Kediri Kota, to determine the quality of service to customer satisfaction PLN Rayon Kediri Kota, to determine the response of the PLN Kediri Kota in dealing with customer complaints. This research was conducted in the work area of PLN Rayon Kediri Kota. The research time was on March 18, 2017 to March 24, 2017. In writing this thesis, the author uses primary data collection techniques, namely by distributing questionnaires to PLN Rayon Kediri Kota customers who come to the payment counter. and PLN District Kediri City services. Based on the results of the research, the quality of service conducted by PLN District Kediri Kota is sufficient to satisfy its customers, as evidenced by the results of a questionnaire that has been conducted on 100 respondents of PLN Rayon Kediri City.Penelitian ini bertujuan untuk mengetahui seberapa tinggi tingkat kepuasan pelanggan terhadap pelayanan PLN Rayon Kediri Kota, Untuk mengetahui kualitas pelayanan terhadap kepuasan pelanggan PLN Rayon Kediri Kota, Untuk mengetahui respons pihak PLN Kediri Kota dalam menghadapi keluhan pelanggannya. Penelitian ini dilakukan di wilayah kerja PLN Rayon Kediri Kota. Waktu penelitian pada tanggal 18 Maret 2017 sampai dengan 24 Maret 2017. Dalam penulisan skripsi ini, penulis menggunakan teknik pengumpulan data primer yaitu dengan membagikan kuesioner terhadap pelanggan PLN Rayon Kediri Kota yang datang ke loket pembayaran dan pelayanan PLN Rayon Kediri Kota. Berdasarkan hasil penelitian kualitas pelayanan yang dilakukan oleh PLN Rayon Kediri Kota sudah cukup memuaskan pelanggannya terbukti dengan hasil kuesioner yang telah dilakukan terhadap 100 responden PLN Rayon Kediri Kota.

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