Technology Organization and Environment Adoption for Assessing Information Technology Hardware Support Services

Abstract

Information Technology hardware support services (ITHS) is one of the most important services for every organization that has an IT department or uses IT technical support services. IT hardware services are made available to users or departments. Users and other departments who have used the ITHS's IT services have rated the ITHS highly. The technology, organisation, and environment (TOE) model, one of the information system theories, was utilised to support the process from the ITHS elements, while the service quality dimension was used to measure the efficiency and effectiveness of the ITHS element itself. Nonetheless, the three domains of people, process, and technology are the ITHS environment aspects' difficulties. These three barrier elements (people, process, and technology) must fit in the TOE region, and the service quality dimension was utilised to quantify the element's contribution to the ITHS component (Operational Performance, Service Performance, and Efficient) developed from the IT framework. This study addresses the factors taken from the TOE elements to the ITHS components in order to examine the ITHS evaluation model. To the ITHS assessment model, these new proposed ITHS assessment models incorporate the TOE component, service quality dimension, and IT Frameworks components. More exact findings on the relationships between TOE, SERVQUAL, and ITHS are expected to indicate the quality of IT hardware services.