Document Type : Research Paper

Authors

• Gholamreza Jamei ¹
• Mohammad Rahim Rasouli Azad, ²
• Zohreh Mirhosseini ³
• Saeid Ghaffari ⁴

¹ University

² Islamic Azad University – Roodehen Branch. Tehran. Iran

³ Islamic Azad University -Tehran North Branch. Tehran. Iran

⁴ Payam Noor University - Qom Branch. Qom. Iran

Abstract

Objective: This study was conducted with the aim of identifying the effective components on improving the quality of the student information service system at the information service desks of public universities in the country.
Methodology: The present study is philosophically based on the pragmatism model, which selected the components with a partial approach and finally selected the most effective ones by comparing them. In terms of purpose, it is an applied-developmental research. In order to achieve the goal, a mixed exploratory research design (qualitative-quantitative) was used. The population of participants in the qualitative section were information science and knowledge specialists and experienced managers of public universities in Tehran, who were selected using theoretical and purposeful sampling methods, and theoretical saturation was achieved by conducting 10 interviews. The statistical population of the quantitative section includes students of public universities in Tehran, whose sample size was estimated to be 384 people using the Cochran formula. The required sample size was provided by simple random sampling. Semi-structured interviews and a researcher-made questionnaire were used to collect data. The service desk pathology model constructs were identified using qualitative content analysis in Maxqda 20 software, and the final model was validated using partial least squares in Smart PLS 3 software.

Keywords

• Service desk
• quality of student services
• service desk pathology
• student information service system
• Iranian public universities

Main Subjects

• Information and Knowledge Management