IT support services are the crucial part in daily business operation services in any organization. Special attention is needed, especially in managing users or client satisfaction when using the IT services to address the user’s problem or request IT hardware issues. Service quality (SQ) dimension is used to measure the effectiveness in delivering IT service support hardware to users. To strengthen the elements of the ITHS (IT Hardware Support Services), information system theories (IS) are used to harmonize the IT environment especially on the service support related to the IT hardware component. Two such theories taken from the IS environment are: Technology, Organization and Environment (TOE) and Social Technical System (STS). In this model, discussion is on the suitability of the above theories to assess ITHS, ability to achieve the service quality that reflect back to the users, client, and organization in achieving the service performance based on the SERVQUAL dimension.
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.