Evaluating the Model of Improving the Quality of Customer Service in Cloud Processing Centers  (The Case of Cloud Rahkaran of Hamkaran System)

Pooribrahimi, Alireza; Yazdanpanah, Ahmad Ali; Gorzin, Mohammad Amin

doi:10.22034/jsmf.2023.187738

Evaluating the Model of Improving the Quality of Customer Service in Cloud Processing Centers (The Case of Cloud Rahkaran of Hamkaran System)

Authors

Alireza Pooribrahimi ¹

Ahmad Ali Yazdanpanah ²

Mohammad Amin Gorzin ³

¹ Assistant Professor, Department of Management, Faculty of Management and Accounting, Karaj Branch, Islamic Azad University, Karaj, Iran

² Assistant Professor, Department of Statistical Research and Information Technology, Higher Education Research and Planning Institute, Tehran, Iran

³ Research and development of system group

10.22034/jsmf.2023.187738

Abstract

Cloud computing is a new technology that has attracted the attention of the world of information technology. One of the systems based on cloud computing technology is the cloud ERP of the System group, which is operating as a new service delivery model. The main purpose of this research is to evaluate the model for improving the quality of customer service in cloud processing centers. This research is applied in terms of purpose and survey-descriptive in terms of method. The research data was collected by a researcher-made questionnaire, based on which the service quality, including four components of speed, accuracy, security, and continuity, was evaluated as the main indicators of cloud computing-based service acceptance. The statistical population of this research is all the companies that use the cloud processing services of the Systemgroup. Currently, about 100 organizations directly benefit from the services of this company. The research results indicate that the reviewed cloud solutions model can guarantee up to 57.5% improvement in the quality of customer service in the system partners company. In this model, the speed variable (0.203) has the highest coefficient of influence on quality improvement compared to other variables. After that, security (0.148) is the most effective variable on quality improvement in the model. Finally, accuracy (0.133) and finally, continuity (0.047) are placed in the next ranks respectively.

Keywords

Accuracy

Capital resource planning

Cloud computing

Continuity

Security

Service quality

Speed