Evaluating the level of satisfaction in higher education students with technical support services provided using fuzzy TOPSIS decision method

Abstract

The use of information and communication technologies at higher education institutions is no longer an option, but rather a need. Information Technology support is an essential factor that entails giving end users assistance with hardware and software components. Technical support for information technology has been recognized as a crucial element linked to student satisfaction because it helps students understand, access, and use technology efficiently. IT technical support services are essential for higher education students to succeed in their studies. However, the quality of IT technical support services can vary widely from institution to institution. Student satisfaction with IT technical support services is an important measure of the quality of education that students receive. Conversely, evaluating student satisfaction is a complex task, as it involves subjective assessments of service quality. This dissertation used a framework that combines three approaches: Principal Component Analysis (PCA), Service Quality (SERVQUAL), and Fuzzy TOPSIS. The successful implementation of IT technical support is aided by identifying the essential success criteria that enable efficient and effective support for students and instructors. Hence the main aim of this study is to identify and rank the key success factors for the successful implementation of IT technical support at higher education institutes. 81 key success factors identified from 100 research papers were analyzed using principal component analysis. The findings led to the identification and ranking of 25 PCs. From these findings, the SERVQUAL dimensions that featured at the top-most rankings were selected, and that being: tangibility, reliability, assurance, empathy, and responsiveness. These factors were used in the development of the questionnaire that was sent to students which measured student perceptions of the five dimensions of service quality. The proposed approach is implemented in a higher education institution in South Africa. The questionnaires were administered to a specific target of students, only those student participants’ who had contacted the IT technical team for IT technical support via the WhatsApp service communication method formed part of the study. Once data was collected, SERVQUAL which is a well-established scale for measuring service quality was used to calculate the average score for each dimension of service quality. The dimensions of service quality where students were most and least satisfied were identified. Finally, Fuzzy TOPSIS, which is a multi-criteria decisionmaking (MCDM) method that handles uncertainty and vagueness in data was used to rank the IT technical support services based on student satisfaction. The SERVQUAL results showed that the overall satisfaction level of students with IT technical support services led to a final score of 60 percent, meaning that the support services rendered were acceptable to students. The Fuzzy TOPSIS rankings identified the sub-criteria, overall being satisfied with the support services rendered as rank number one. As can be deduced that since both the SERVQUAL and Fuzzy TOPSIS methods have nominated satisfaction level as the common factor, this research indicates that the IT technical support services rendered by the IT technical support team are adequately sufficient and that the needs of the students are met and that the services rendered are highly appreciated by the students at the Durban University of Technology. This research proves that the IT support team is compliant with the quality of IT technical support services rendered to students at the Durban University of Technology however, the IT support service can be improved by the proactiveness of the technical team. This research contributes by providing useful information highlighting factors that can be used to examine areas in educational institutions that need to receive continuous and special care to generate high student satisfaction; ensure future success and gain a competitive advantage. These factors can assist the management of HEI in determining the success or failure of an institution in terms of the technical support provided to students and student satisfaction. The results of this evaluation can be used by other HEIs to improve the quality of IT technical support services and to ensure that they are meeting the needs of students.