Van Dusen, Donna
College for Professional Studies
School of Management
Thesis - Open Access
Number of Pages
KidsPeace experienced symptoms that impacted the quality of IS customer service. Action research was an effective research model to investigate these symptoms. Information collected from questionnaires and secondary data showed available support material, availability, and reliability were the lowest rated categories while courteousness, willingness to help, and quality ranked highest. The collaborative team identified three main themes including unfamiliarity with existing help desk resources, the help desk potentially not meeting expected service levels, and KPNE employees preferring to contact local resources. An evaluation of the proposed interventions training, marketing and implementing a service level agreement, resulted in a recommendation to increase training and in-house marketing as a first step to improving the quality of information systems customer service.
Date of Award
© Tyler Frank
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Frank, Tyler, "Kidspeace New England Action Research: Quality of Information Systems Customer Service" (2006). All Regis University Theses. 436.