Successful ICT service delivery: enablers, inhibitors and hygiene factors: a service provider perspective

Authors:
Eureka Sewchurran;Irwin Brown
Affiliations:
University of Cape Town, Private Bag Rondebosch;University of Cape Town, Private Bag Rondebosch
Venue:
Proceedings of the South African Institute of Computer Scientists and Information Technologists Conference on Knowledge, Innovation and Leadership in a Diverse, Multidisciplinary Environment
Year:
2011

Citing 8
Cited 1

Pragmatic perspectives on the measurement of information systems service quality

MIS Quarterly
Qualitative research in information systems

MIS Quarterly
Measuring information systems service quality: lessons from two longitudinal case studies

MIS Quarterly
A proposed model and measurement instrument for the formation of IS satisfaction: the case of end-user computing satisfaction

ICIS '00 Proceedings of the twenty first international conference on Information systems
Measuring organizational IS effectiveness: an overview and update of senior management perspectives

ACM SIGMIS Database
The evolution of the corporate IT function and the role of the CIO at Texaco: how do perceptions of IT's performance get formed?

ACM SIGMIS Database
Information technology service management: an emerging area for academic research and pedagogical development

Proceedings of the 2007 ACM SIGMIS CPR conference on Computer personnel research: The global information technology workforce
Special issue on action research in information systems: making is research relevant to practice--foreword

MIS Quarterly

The labor practices of service mediation: a study of the work practices of food assistance outreach

Proceedings of the SIGCHI Conference on Human Factors in Computing Systems

Quantified Score

Hi-index	0.00

Visualization

Abstract

Research on ICT service delivery has focused largely on the perspective of the customer. Such a stance loses sight of the symbiotic existence that business has with ICT service providers. This study sought to gain insight into the service provider's perspective of service delivery. 12 ICT professionals from 6 ICT service providers were interviewed, and the data analysed using open coding techniques. The initial assumption was that there were a set of inhibitors and a set of enablers of successful ICT service delivery. The investigation confirms the existence of enablers and inhibitors, but also shows that there is a third set of factors, labeled hygiene factors. Service delivery is negatively impacted if these hygiene factors are absent, but is not necessarily enhanced if they are present. The research has identified 6 key categories deemed to have an influence on service delivery. The interrelatedness of these categories and their influence on specific aspects of service delivery need further research and elaboration. The findings provide ICT service providers with pointers as to the salient issues that need to be addressed in order to improve service delivery. The set of hygiene factors, together with enablers and inhibitors provide for a holistic set of issues to take note of. These results enrich the understanding of factors important for ICT service delivery.