University of Twente Student Theses


"Keep your Customers on the Radar": Exploring the facilitation of IT for service quality in a B2B and B2G context.

Haak, Lisa van der (2021) "Keep your Customers on the Radar": Exploring the facilitation of IT for service quality in a B2B and B2G context.

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Abstract:Objective: Organizations increasingly implement IT services to enhance service quality within their enterprise. The service quality is often examined in a business-to-consumer (B2C) context, yet few studies look into service quality in business-to-business (B2B) or business-to-government (B2G) environments with a facilitating role of IT. This study explores the service quality in a B2B and B2G context. Ultimately, this research aims to provide practical implications for the front office on how to enhance service quality facilitated by IT. Methods: A mixed-method study was executed at Thales Naval Netherlands (TNNL), which is a high-tech international organization for naval mission systems and radar solutions. In particular, three studies have been conducted in succession. First, a survey was used to get a general impression of the stakeholders perceptions of service quality. The service quality gap model was used to identify the perception, which consists of five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Second, semi-structured interviews were held to get a more in-depth understanding of the motivation behind the responses to the survey and people’s expectations towards service quality. Finally, workshops were held with organizational staff and customers. The Value Proposition Canvas (VPC) was used to identify the critical points for service quality and how to enact on it with the use of IT as an organization. Results: The results show that internal stakeholders (organizational staff) perceived service quality lower in relation to external stakeholders (customers). In particular, internal stakeholders perceived assurance and responsiveness lower in relation to external stakeholders. Moreover, all stakeholders perceived responsiveness as the main service quality dimension for improvement. The qualitative part indicated that the lack of communication in the service process is the main reason for this outcome. Furthermore, tangibles is rated lower by the strategic team since they believe that the IT service tool is not implemented the right way yet. There are no major gaps found in the other service quality dimensions. Conclusion: This study concludes that delivering service quality requires actions on a strategic and tactical level. On a strategic level, the service quality can be improved through a service alliance, communication and collaboration. On a tactical level, IT forms a pivotal factor to support the service delivery. However, it is not the solution to improve the service quality. The whole organization should feel responsible for creating a successful service outcome. To conclude, IT cannot form a solution to all stakeholder needs and wishes, but it is a valuable asset to enhance service quality.
Item Type:Essay (Master)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:85 business administration, organizational science
Programme:Business Administration MSc (60644)
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