Is there a direct correlation with the satisfaction level

Assignment Help Science

Reference no: EM13477443

Introduction

The TJF Company is an organization that is beginning to see a real need for Information Technology (IT) support. The unavailability of systems and delayed access to information has made it increasingly difficult for TJF employees to complete their work and support their valued customers. Because of decreased customer satisfaction levels, revenues are down.

Originally the company was able to perform with a small IT staff however due to company growth the IT department has outsourced its Tier 1 helpdesk duties. These duties are limited to simple tasks that are needed: resetting passwords, installing or updating programs, and general low level assignments. The outsourcing was put in place to free up time of the network engineers and system administrators for larger projects. Since instituting the change there has been some feedback surrounding general dissatisfaction with the Tier 1 service. In order to properly gauge the amount of satisfaction and to determine if the company will continue to use the vendor we need to ask a research question.

Research Question:

1. Is there a direct correlation with the satisfaction level of IT service the employees receive and their ability to properly support their customer?

The Variables in Question Are:

1. The quality of the assistance from IT to the employees;

2. The satisfaction level of external customers.

Satisfaction is an abstract quality so it would need to be determined in survey as Very Satisfied - Satisfied - Indifferent - Dissatisfied - Very Dissatisfied. Because Frequency of repeated calls is quantifiable we will be able to look at the Help Desk tickets in order to determine the number of tickets called in over a period of time.

Hypothesis Statements:

1. Is there a direct correlation with the satisfaction level of IT service the employees receive and their ability to properly support their customer?

H1₀: There is a direct correlation with the satisfaction level of IT service the employees receive and their ability to properly support their customer?

H1_a: There is not a direct correlation with the satisfaction level of IT service the employees receive and their ability to properly support their customer?

Reference no: EM13477443

Questions Cloud

For this assignment you need to create a professional : performance standardsnfpa 1021 4.4.4objectives1. identify the roles and responsibilities of the fire officer - feshe 7

T from books of aggarwal bors following information has : from books of aggarwal bors following information has been extracted rs. sales 240000 variable costs 144000 fixed costs

Do you realize that the vast majority of painful animal : exercise 3.1 passage a4nbspwhich of the various functions of language are exemplified by each of the following

Proper hypertext markup language and javascript structures : 1.proper hypertext markup language html and javascript structures2.error-free3.all pages and images properly saved and

Is there a direct correlation with the satisfaction level : introductionthe tjf company is an organization that is beginning to see a real need for information technology it

Provide a descriptive instance of a workplace emergency : q1 provide a descriptive example of a workplace emergency. define how your companys employee assistance program might

This section provides the opportunity to develop your : this section provides the opportunity to develop your course project. conducting an internal environmental scan or

Sculpture reflects a cultures values through its style : sculpture reflects a cultures values through its style subject and function.in your essay discuss the style subject and

Provide a swot analysis of netflix from 2011 and consider : netflix swot analysis project1.please read all you can find on netflix from the time of the 2011 debacle over quikster

User Account

All Pages