Is direct correlation with satisfaction level of it service

Question

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?