Human Resource Management through the Quality of Information Technology Services (article in Lithuanian)

Zinaida Gineitienė, Rita Raklevičiūtė


The aim of this article is to develop and test a human resources management (HRM) model while ensuring information technology (IT) service quality and identifying problematic areas of quality performance inside the company through generalizations of data study of company staff and customers surveys. Quality management has emerged as
a management paradigm for enhancing organizational effectiveness and competitiveness. A number of information science researchers contend that service quality is an important variable that affects success. The study evaluates the perception of service quality of IT service providers and their clients. IT services require high investments, and its effectiveness increasingly important. IT products such as hardware, software, and information system (IS) applications are part of the process of service delivery (development and maintenance of IS applications, management of operational systems, and maintenance of hardware and software), which determine clients’ perceptions of quality.


information technology services; quality of services; human resources management; customer satisfaction; measuring service quality

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"Societal studies" ISSN online 2029-2244 / ISSN print 2029-2236