The role of using information technologies in improving the quality of services
Analytical research for the opinions of a sample of workers in the Municipality of Baghdad / Projects Department
Research Submitted to the board of the College of Administration and Economics/ University of Karbala، as a Part of the Requirements for the Higher Diploma Degree in Quality Management
submitted by
Mustafa Hasan Jumaa
Supervision
Prof. Dr.
Mahmood Fahd Al Dulaimi
Abstract
The research aims to determine the level of application of information technology and its role in improving service quality in the projects department, and to define the department’s role in the dimensions of information technology and the extent of its contribution to the improvement process, The problem of the study is the weak interest of the Projects Department in information technology, which led to poor service provision of the required quality. Research on information technology and its role in improving the quality of service in the Projects Department, which is one of the formations of the Mayoralty of Baghdad, and in order to reach the scientific facts, the research relied on the descriptive analytical approach using the questionnaire as a tool in collecting the required information, as the study community included (180) individuals working in the department The projects of the Municipality of Baghdad were selected randomly, the size of them amounted to (123), and the research hypotheses were tested using the Pearson coefficient, and the structural equation modeling method, depending on the programs (SPSS) and (AMOS), the research reached a set of conclusions, the most important of which was the existence of a very strong correlation Significant significance between information technology and service quality, which indicates that the Projects Department is more interested in updating information technology and programs, paying attention to communication networks and improving costs. skills and maximizing capabilities, thus leading to an improvement in the quality of services provided to the customer. With the existence of a significant effect of the information technology variable on service quality, that is, whenever the Projects Department pays attention to information technology, this leads to an improvement in the quality of service provided to customers. The research recommended that project management should be concerned with information technology by providing all requirements of computers, equipment and communication networks to ensure the improvement of the quality of the services it provides because this technology provides information in accuracy and time
Keywords: information technology, service quality, 5QS model.
