Management Information Technology and Quality Service Delivery in

Government Institutions

STAVROS KALOGIANNIDIS

Department of Business Administration,

University of Western Macedonia,

ORCiD: https://orcid.org/0000-0002-2337-5775

GREECE

FOTIOS CHATZITHEODORIDIS

Department of Regional and Cross Border Development,

University of Western Macedonia,

Kozani,

GREECE

OLYMPIA PAPAEVANGELOU

Department of Business Administration,

University of Western Macedonia,

ORCiD: https://orcid.org/0000-0002-6155-9671

GREECE

ATHANASIA MAVROMMATI

Department of Business Administration of Food and Agricultural Enterprises,

University of Patra,

GREECE

Abstract: - The study was aimed at establishing the impact of management information technology on quality

service delivery in government institutions using Greece as a case study. Specifically, the study sought to examine

the relationship between IT infrastructure management, IT support systems, and Informational products and quality

service delivery respectively. A cross-sectional survey research design based on a sample size composed of

different government officials in Greece government institutions was conducted. Data was collected using survey

questionnaires and document review. Data was first presented, analyzed and results interpreted based on

descriptive statistics for categorical data and narratives for open ended questions. The study confirmed a significant

positive relationship between the different independent variables (IT infrastructure management, IT support

systems, and Informational products) and the dependent variable (Quality Service delivery) (p<0.001). The

ANOVA results indicated that respondents had varying opinions about informational products and relatively

similar information about quality service delivery in government institutions. The regression results showed that

the three study variables could only predict a 34.1% change in quality service delivery in the different government

institutions in Greece. Among the different predictors of service quality, control (Beta = .351, p < .01) was a better

predictor. The Study confirmed that there is the relationship between the different aspects of management

information technology and quality service delivery in government institutions. The study recommended that

government institutions should adopt new advanced tools of developing and managing information systems or

technologies so as to enhance service delivery in these institutions. The study also advised more research be

conducted to explore the different strategies that can be applied towards improving the robustness of management

information technologies in public institutions.

Key-Words: IT infrastructure management, IT support systems, and Informational products, Quality Service

delivery

Received: November 8, 2022. Revised: April 19, 2023. Accepted: May 9, 2023. Published: May 19, 2023.

WSEAS TRANSACTIONS on BUSINESS and ECONOMICS

DOI: 10.37394/23207.2023.20.97

Stavros Kalogiannidis, Fotios Chatzitheodoridis,

Olympia Papaevangelou, Athanasia Mavrommati

E-ISSN: 2224-2899

1074

Volume 20, 2023

1 Introduction

1.1 Background to the Study

According to [1] government institutions play a very

important role concerning the general economic

development of the country despite the fact that they

face numerous problems or challenges associated with

the implementation of different initiatives across the

country. Most local authorities or institutions of the

government in most developing and developed

countries tend to rely on manual file based

information storage systems which normally

complicates the processes of disseminating

information. The general concept of management

information systems is commonly based on

strengthening the overall efficiency of information

flow across different government institutions [2]. This

is normally achieved through making ICT in different

government institutions more comprehensive, reliable

and available to the public. Most governments have

focused on making management information systems

and other ICT applications more accountable to the

citizens most especially by using them to meet the

different needs of the general public. Furthermore

most governments across the world with UAE

inclusive have to a greater extent acknowledged the

relevance of adopting different e-government systems

and consequently introducing reforms in the

management information systems of the different

public institutions [3].

E-government, which forms the basis of

management information systems, is commonly

defined as the general production and delivery of

different government services through utilization of

different ICT applications. E-government is also

associated with different processes of transforming or

modifying the relationships that exist between the

government and its different stakeholders that may

include; citizens, businesses and employees. In this

case, ICT applications are used to improve the levels

of transparency, accountability, effectiveness and

general efficiency in delivery of government services

to the general public [1].

E-governments that involve the use of different

management information technologies have helped in

enhancing the quality and effectiveness of

administration in most public institutions in different

countries across the world. The different emerging

technologies in the field of management and

information are offering various opportunities to

utilize in enhancing the operations of an e-government

most especially concerning the delivery services to the

general public through the different government or

public institutions [4].

In addition to influencing delivery of quality

services, E-government also plays a key role in the

reformation of the way different policies are

formulated and consequently implemented most

especially in terms of efficiency, general

accountability, transparency, and active participation

of citizens. The establishment of a highly pervasive

internet that is facilitated through several disruptive

technologies has brought about a new landscape

where both private and public sector organizations

ought to operate if they are to register quick success.

In the new landscape of information technology,

knowledge is recognized as the most relevant factor,

whereas learning, that emerges majorly through

cooperation, alongside increased reliability and trust,

is considered as the most important process. E-

government is also concerned as the use of ICT

systems to enhance government performance in most

critical areas. In this case, performance is normally

measured or assessed based on the ability to offer

effective and more efficient services, establishing new

channels for people to access government and official

information, and consequently making government

more accountable to its citizens [2].

[1] indicates that a few developed countries such

as Canada, Singapore, and Sweden have registered

success in using the different technologies associated

with the e-government, though most pother

government have not succeeded whereby benefits in

most countries has been achieved in a relatively

smaller part of the society [2]. Several studies confirm

the existence of several disparities concerning the use

of technology and that these may persist if no action is

taken at different national and international levels

which nay continuously affect the quality of services

delivered by government to the general public.

Service delivery in most government or public

institutions has net been effective for a long time and

this is attributed to different factors that cut across

corruption, absence of robust information systems to

enable quick service delivery, limited funding of

institutions, and incompetent personnel among others.

WSEAS TRANSACTIONS on BUSINESS and ECONOMICS

DOI: 10.37394/23207.2023.20.97

Stavros Kalogiannidis, Fotios Chatzitheodoridis,

Olympia Papaevangelou, Athanasia Mavrommati

E-ISSN: 2224-2899

1075

Volume 20, 2023

Studies indicate that citizens have to wait for a long

time at various departments in order to receive

different services and this is associated with wastage

of time. [5] indicate that most of the public institutions

are associated with dismal performance in the

different facets of service quality such as reliability,

responsiveness, accessibility, and tangible assurance.

The report by the [6] revealed that management

information systems are essential in government

institutions most especially the areas of finance,

planning and execution or formulation of annual

government budgets. In this case, the different ICT

applications help in the provision of highly timely and

consequently accurate information to the decision

makers. There is increased pressure from the general

public concerning accountability of the different

resources that are meant for public use and the

government can only achieve transparency and

effective allocation of resources by utilizing more

innovative strategies that are much associated with

ICT. This therefore forms the basis of this study to

assess the impact of management information

technology on service delivery in government

institutions using Greece as the case study.

1.2 Problem Statement

Most governments across the world are undertaking

different reforms to improve the levels of

transparency and efficiency concerning delivery of

public services by the public sector. New

technological advancements or innovations are

continuously embraced by most developed countries

as a way of meeting the different needs of the general

public since most traditional ways of resource

allocation have appeared less effective on most

government institutions whereby they to uneven

distribution of resources and poor accountability for

the services delivered by the government [5]. There is

empirical evidence indicating that most organizations

are faced with different problems associated with

information management systems and these may

include little integration or coordination between

information systems and poor quality of informational

products as well as including lack of consistency of

the information systems, which greatly affects service

quality in most of these organizations. There is

however limited evidence and few studies that have

been conducted to assess the concept of management

information technologies in government institutions

which forms the basis of this study that aimed at

assessing the impact of management information

technologies on quality service delivery in these

institutions.

1.3 Objectives of the Study

1.3.1 General Objective

The study was majorly aimed at establishing the

impact of management information technology on

quality service delivery in government institutions

using Greece as the case study.

1.3.2 Specific Objectives

1. To establish the relationship between IT

infrastructure management and quality service

delivery in government institutions

2. To determine the relationship between IT support

systems and quality service delivery in

government institutions

3. To explore the relationship between Informational

data and quality service delivery in government

institutions

1.4 Research Hypothesis

In order to establish the most required and useful

information in this study and achieve the study

objectives, it was important to have a number of

research hypotheses. Arising from the objectives of

the study, this research aims to test the following

hypotheses:

H1: There is a relationship between IT infrastructure

management and quality service delivery in

government institutions

H2: There is a relationship between IT support

systems and quality service delivery in government

institutions

H3: There is a relationship between Informational

data and quality service delivery in government

institutions

1.5 Conceptual Frame Work

The model below shows the relationship between the

different aspects of management information

technology as the independent variable and service

quality as the dependent variable. The conceptual

framework is presented in Figure 1.

WSEAS TRANSACTIONS on BUSINESS and ECONOMICS

DOI: 10.37394/23207.2023.20.97

Stavros Kalogiannidis, Fotios Chatzitheodoridis,

Olympia Papaevangelou, Athanasia Mavrommati

E-ISSN: 2224-2899

1076

Volume 20, 2023

Fig. 1: Conceptual framework (authors own work)

The model shows that service quality is dependent

upon the different aspects of management information

technology. Service quality has three dimensions of

timeliness, responsiveness and reliability of the

required public services. On the other hand,

management information technology has three

dimensions of IT infrastructure management, IT

support systems, and Informational data.

1.6 Significance of the Study

The evidence from the study will be useful to the field

of management information technology mist

especially to the IT personnel in the government

institutions as it will generate knowledge on how to

utilize the different aspects of information systems

towards enhancing service quality in public

institutions. The findings will also add to the existing

body of knowledge to be used by various

academicians for further research. Results from the

study will enlighten the UAE government and other

stakeholders on the relevance of the e-government

systems or the management information technologies

towards Improving Service Delivery In The Country.

2 Literature Review

2.1 Theoretical Review

2.1.1 Service Quality (SERVQUAL) Model

The study was based on the different aspects of the

service quality (SERVQUAL) model advanced by [7],

which states that service quality has five dimensions

namely; reliability, tangibility, responsiveness,

empathy and assurance. Reliability looks at

performance of a promised service correctly,

tangibility of a service looks at assessing the

appearance of personnel, physical facilities and tools

for provision of a service; responsiveness looks at the

willingness to provide services promptly, immediately

responding to requests and solving problems, empathy

looks at the care and personalized attention the firm

provides to its customers while assurance focuses on

the knowledge, skills, and courtesy of service

providers as well as their level of confidence

conveyed while delivering the service [8].

Service quality then is an estimation of how well

services delivered equals customer expectations and

that the central objective of focusing on quality is to

meet the needs of customers while remaining

competitive economically. [9] indicate that the

SERVIQUAL model is relevant to the study because

it proposes a key dependent variable of the study i.e.

service quality. The model suggests the need to

evaluate internal and outsourced service quality of

partners in the form of reliability, tangibility,

responsiveness, empathy and assurance in offering

logistics services to parties in the contract. The [7]

service quality model therefore suggests the use of the

above parameters to assess the influence of various

logistics management aspects on service quality. For

example; [10] established that there is a link between

the Model’s dimension of “responsiveness” to the

delivery of the right amount of a product, at the right

place and time, in the right condition with the right

information.

Service quality government institutions are

associated with the effectiveness of the management

information technologies which involves IT

infrastructure management, procedural systems, IT

WSEAS TRANSACTIONS on BUSINESS and ECONOMICS

DOI: 10.37394/23207.2023.20.97

Stavros Kalogiannidis, Fotios Chatzitheodoridis,

Olympia Papaevangelou, Athanasia Mavrommati

E-ISSN: 2224-2899

1077

Volume 20, 2023

support systems, quality management and

informational data. For example, the nature of IT

infrastructure management greatly influences the

robustness of the equitable, timely and reliable

delivery of services to the general public. This is the

same case for IT support systems and informational

data in government institutions whereby their level of

robustness helps in influencing service quality as

explained in the subsequent sections [10], [11], [12].

2.2 Management Information Technology

Practices

Management information technology is comprised of

different elements hence requires highly

multidisciplinary perspectives. The different aspects

of management information technology are

considered very important concerning the

effectiveness of different government institutions in

the delivery of public services to the citizens [13].

Huge investments in information technology have

been observed in most developed countries where

governments have forced in enhancing the level of

technology in the most sensitive institutions as a way

of improving on the levels of transparency,

accountability, employee performance and quality

service delivery most especially through equitable

allocation of resources [14], [15] .

Management Information technology aspects are

associated with the concept of E-government which is

basically an inclusion of different applications of both

information and communication technologies that

focus on enhancing the general level of efficiency,

effectiveness, transparency and accountability of daily

administration of government institutions in

developed countries such as the UAE. According to

[16], E-Government can be defined as a general

application of different Information and

Communication Technology (ICT) aspects in order to

transform the operations of government institutions by

majorly making these institutions and their services

more accessible, effective and accountable to the

general public. Reports by the United Nations reveal

that e-Government is basically a government that uses

different elements of ICT to transform its different

internal and external relationships and consequently

improve service delivery [17], [18].

The management information technology

practices in e-governments are majorly grounded on

two specific sub-systems that include an internal

communication sub-system commonly known as

Intra-com and an external communication subsystem

also known as Extracom. Scholars indicate that to

obtain the best level of quality service delivery, the

two subsystems have to be strongly linked or

interconnected. In this case, intra-com applications are

efficient in supporting different service production

processes also commonly known as Agency to

agency-A2A- applications. On the other hand, Extra-

com applications are majorly concerned with boosting

different supporting service delivery processes hence

are termed as Agency to citizens and businesses

applications [13].

2.2.1 Infrastructure Management

Infrastructure of any public institution is key towards

the efficiency of information systems of that particular

organization or public institution. Studies indicate that

for most people working in the different institutions

associated with the physical infrastructure of an

organization, the most ideal place to store essential or

sensitive information is the organization’s network.

Research indicates that it is always important to put

into consideration the different aspects of both

security and accessibility when making data

placement decisions. The general integration of

databases of different public institutions helps to

increase or improve the usability of data across

multiple databases. The other aspect of infrastructure

management is the data warehousing systems which

has continuously provided different powerful tools for

comprehensively understanding data trends majorly

through enabling multi-dimensional analysis of data

collected from different operational databases in a

public institution [19].

A study conducted by [20] revealed that most

public institutions across the world are increasingly

focusing on the provision of a common network

computing and information infrastructure that is

readily accessible by the general public. This to a

greater extent helps in collectively addressing the

most pressing challenges of the information systems

at a wider scale. Most organizations and public

institutions that have in the past been fond of opening

up their operations to the entire external world

through different IS-enabled concepts like virtual

enterprise, are now associated with a worldwide form

of momentum [21], [22].

2.2.2 Procedural Systems

[23] indicate that systems development is one of the

most core elements in management information

technology since it forms the basis for the different

WSEAS TRANSACTIONS on BUSINESS and ECONOMICS

DOI: 10.37394/23207.2023.20.97

Stavros Kalogiannidis, Fotios Chatzitheodoridis,

Olympia Papaevangelou, Athanasia Mavrommati

E-ISSN: 2224-2899

1078

Volume 20, 2023

operations executed by the different information

technologies. Systems development is a core element

of most information systems curricula hence it is

always advised to accord a lot of time to the different

aspects of procedural systems towards enhancing the

effectiveness or robustness of information systems in

any public institution. The entire process of

developing a robust information system or

infrastructure is normally broken into different

independent and well-defined systematic processes.

These cuts across proper planning, requirements

elicitation, analysis, the specification processes,

design, general implementation, operations and

support, maintenance and evolution [23]. The other

processes associated with procedural system are the

verification and validation processes which are

associated with different activities such as testing and

these need to be carried out in parallel with the main

production processes. Most of the different lifestyle

activities are much associated with active participation

from the different stakeholders in the public

institutions where the management information

systems are implemented for use in enhancing service

delivery. For example [24] indicate that technical

feasibility and different business priorities as well as

the risks involved in management information

systems, are normally reviewed at different predefined

checkpoints in any public institution.

[19] indicate that in scenarios where different

externally provided components or subsystems are

involved in the lifestyle of any information system,

there tends to emerge other additional processes

concerned with procurement and integration. The

robustness of any information systems based on the

procedural systems applied helps in enhancing the

levels of transparency and accountability of an

organization which in the long run improves on

service quality levels. Similarly in different public or

government institutions, the efficiency or

effectiveness in the delivery of public services is

determined by the nature of the procedural systems

involved in developing different management

information systems [23].

[21] in their study indicated that systematic

processes are a very important element in the field of

management information technology. Systematic

approaches play a key role in budget control

processes, scheduling activities, allocating resources

and consequently guiding in the utilization of different

opportunities to enhance performance of different

information systems and the organization as a whole.

Studies however reveal that lack of systematic process

is still a concern in most public institutions with UAE

inclusive and this has greatly contributed to the poor

quality or poor performance of most software or

information systems in organizations. Most

organizations are continuously involved in different

efforts to enhance the robustness of information

systems majorly by institutionalizing good practices in

systematic processes, through quality standards,

assessment and certification, as well as process

improvement initiatives [6], [25].

2.2.3 Support Systems

Support systems which are composed of qualified

teams of personnel are very important in enhancing

the effectiveness of management information systems

and consequently improving service quality in

different organizations or public institutions. The

qualified teams are majorly concerned with the

general development and maintenance of the

information systems and consequently ensuring that

such systems are utilized to improve transparency and

accountability the performance of an organization

through effective or efficient service delivery.

Research indicates that for effective execution of

different tasks or activities in an organization, the

different support systems must be conversant with the

different dynamics of such activities. For example

concerning Information systems, organizations are

continuously advised to employ staff that are highly

qualified in handling different IT infrastructure since

it influences the level to which ICT enhances services

delivery in the organization.

Studies indicate that some IT tasks in organization

require great familiarity with the IT application

domain, whereas requires very deep knowledge

concerning particular Information Technologies and

platforms. Research also indicates that some IT

operations require great meticulous attention to detail,

while others require oversight and vision. A study by

[26] confirmed that well-functioning organizations

with well established support systems hold great

importance in the same way as the different technical

capabilities required for the general success of

particular projects. Research indicates that the quality

of every work product is greatly dependent on the

time and efforts invested towards producing such a

product [27]. In this case, support systems are entirely

responsible for showcasing the highest level of

commitment when executing different operational

WSEAS TRANSACTIONS on BUSINESS and ECONOMICS

DOI: 10.37394/23207.2023.20.97

Stavros Kalogiannidis, Fotios Chatzitheodoridis,

Olympia Papaevangelou, Athanasia Mavrommati

E-ISSN: 2224-2899

1079

Volume 20, 2023

tasks in an organization and consequently in

delivering different services.

Studies reveal that most social organizations are

normally much concerned with how different

processes and products are organized, rather than

explicitly designed, and this is majorly due to the fact

that there are few aids beyond generic project

management tools in such organizations. A study

by [27] confirmed the general importance of human

knowledge and ingenuity in systems development and

quality service delivery in organizations. This

therefore indicates that there is a great relationship

between IT support systems and level of quality

service delivery in organizations [28], [29].

2.2.4 Informational Products

Informational products also form part of a reliable and

effective information systems unit in any organization

[6]. Studies indicate that the management information

technology practices are majorly concerned with the

production processes that are greatly interconnected

with a particular information system of an

organization. The production processes majorly

encompass products and artifacts that are highly

visible to the end-user and these may include;

executable codes, documentations, and different

training materials, as well as various intermediate

products that are internal to the entire system

development of an organization. When more than one

organization is involved in the creation and

maintenance of a system, there are intermediate

products that are shared or flow across them [30],

[31].

Studies indicate that large system projects are

associated with different types of processes that

produce several kinds of information products related

to one another in a number of complex ways [32].

Most meta-modeling and repository technologies are

in most cases applied as a tool for managing the

different large sets of information systems or the vast

amounts of the information produced in a particular

project. These technologies are essential in enhancing

retrieval, updating, and consequently supporting

coordination among different project team members,

which in the long run influences project success [33],

[34].

2.2.5 Qualities Management

[5] indicate that proper management of quality of

different systems in an organization provides an

opportunity to improve on the quality of services

delivered in a particular period. Studies indicate that

whereas different processes and products constitute

the most highly tangible aspects of Information

Systems work, less tangible issues of quality are

absolutely very important for the general success of

the entire system. Most customers and users of IT

systems always require systems that not only provide

or offer the most preferred functionalities, but also

different important non-functional requirements that

are sometimes conflicting such as performance,

general costs, delivery schedules, reliability,

responsiveness, safety, and accuracy, as well as

usability, among many others [2] .

Most organizations or entities as well as the

different software and information systems

professionals, are faced with a big challenge of

meeting different competing quality requirements

[14]. This to a greater extent affects the flow of

operations under different information systems which

in the long run greatly impacts the overall quality of

services delivered by a particular organization. Most

system developers lack the capacity to guarantee

correctness of large systems and consequently fail to

meet the different nonfunctional requirements of

clients or beneficiaries of a particular set of

information systems thereby affecting the positivity of

targeted project outcomes in a particular organization.

Most modern entities still face various issues

associated with the incompetence of most software

developers that fail to control or manage quality of

relatively larger information systems [35].

Different scholars have suggested specific

techniques or mechanisms that can be based on to

address the issues of quality management in

Information Systems as well as ways on how to

enhance the different non-functional requirements

such as performance, accuracy and reliability, among

many others. Research however indicates that some

qualities such as reusability are very hard to

characterize. It is important to note that in situations

where multiple requirements have to be traded off

against each other, different systematic techniques are

required to deal with the arising or existing synergistic

as well as conflicting interactions among the multiple

functional or non-functional requirements [36].

Studies indicate that most goal-oriented

approaches have been introduced to support the

systematic refinement, general interaction analysis,

and operationalization of different non-functional

requirements. On the level of project management,

different institutionalized software process

WSEAS TRANSACTIONS on BUSINESS and ECONOMICS

DOI: 10.37394/23207.2023.20.97

Stavros Kalogiannidis, Fotios Chatzitheodoridis,

Olympia Papaevangelou, Athanasia Mavrommati

E-ISSN: 2224-2899

1080

Volume 20, 2023

improvement programs tend to target the overall

project quality improvements. It is important to

always focus on measuring and keeping a track record

of quality improvements, with the obtained results

being fed back into new initiatives of improving the

quality of the existing Information Systems [37].

2.3 Quality Service Delivery

Studies indicate that all organization or entities are

always aimed at providing quality services or products

to their clients. Customers derive satisfaction and

improve on their loyalty through accessing quality

services in a more responsive and timely manner. E-

governments are founded on a mission to use different

management information systems to deliver quality

services to citizens and other stakeholders of

government. Through different government

institutions, the IT infrastructure is relied on as a

mechanism of effectively managing IT processes that

lead to production and delivery of different products

and services in any organization or government

institutions [23].

Service delivery in different organizations is

associated with comparison of expectations with

performance of an organization. [30] indicates that the

general quality of services offered by a particular

organization, is a measure of the extent to which a

delivered service matches the different preferences or

expectations of the end user. [8] identified the main

determinants of service delivery as tangibles, level of

reliability, level of responsiveness, rate of assurance

and empathy [38].

[24] explains reliability as the ability to perform

and deliver the promised services consistently,

dependably, and consequently accurately thereby

meeting the needs of customers. Reliability has often

been cited as the most important dimension in

assessing the quality of service and is therefore a

fundamental requirement for businesses to compete in

the marketplace. However, many services are labor

intensive and human service providers make mistakes.

Consequently, a high percentage of service failures

are a result of human error in the delivery process,

which may take the form of either inappropriate

intentions or actions not proceeding as intended. The

other aspect of service quality is responsiveness which

explains the willingness of an organization or

institution to respond to the needs of customers or

beneficiaries by offering highly quality, desirable and

fast services. Responsiveness helps to lower the rate

of complaints that normally arise from customers

following poor service delivery that involves delay in

attending to customer needs or providing less quality

products or services. Studies indicate that

responsiveness involves attending to different

customer needs promptly without having to delay or

subjecting customers to several bureaucracies [32].

[39] explains responsiveness as a systematic

process that involves undertaking different actions or

activities in a quick manner so as to meet the different

needs and desires of the customers or clients. [39]

further indicates that responsiveness is much

concerned with keeping customers informed about an

ongoing activity to meet their requests and

consequently giving the clients a sense that fulfilling

their demands is a priority of an organization.

2.4 Summary and Knowledge Gap

In relation to the different studies assessed in the

literature review, it is clear that service quality in

different organizations or public institutions greatly

depends on the robustness of information systems

based on different management information

technologies. However most of the studies reviewed

were majorly focused on other areas other than

government institutions or the public sector and for

other countries whose approach to the e-government

systems is quite different from that of Greece. This

therefore presents a research gap concerning the

applicability of management information technologies

in the perspective of Greece most especially in

relation to delivery of quality public services [15].

3 Methodology

3.1 Research Design

[31] defines research design as a conceptual structure

where research is conducted which establishes a basis

for collection, measurement and analysis of data. The

research design was cross-sectional survey to enable

observation of several variables simultaneously and

the study employed both quantitative and qualitative

approaches for data collection and for hypothesis

testing.

3.2 Study Population

According to [31], [21], population refers to a set

objects or individuals that have shared noticeable

features where generalization can be made. The study

targeted the different government officials employed

in the different public institutions or government

WSEAS TRANSACTIONS on BUSINESS and ECONOMICS

DOI: 10.37394/23207.2023.20.97

Stavros Kalogiannidis, Fotios Chatzitheodoridis,

Olympia Papaevangelou, Athanasia Mavrommati

E-ISSN: 2224-2899

1081

Volume 20, 2023

institutions in Greece. The study majorly targeted

employees in the IT sector and institutions concerned

with delivery of public services in Greece. This

population was targeted since the different

government officials in such institutions are

associated with great knowledge concerning the

impact of management information technology on the

levels of service delivery.

3.3 Sample Size

3.3.1 Sample Size

Sampling refers to the selection of subjects

representing the larger group they were drawn from

i.e. a sample and this was based on the [40] model.

The sample size was 88 respondents who included 70

respondents selected from the different institutions

concerned with IT and service delivery in Greece.

3.3.2 Sampling Techniques and Procedure

The study was based on probability sampling

techniques that include stratified and simple random

sampling. Stratified sampling is a probability

sampling technique that involves the researcher

dividing the target population of the study into distinct

subgroups commonly known as strata, and then

undertakes a random selection of the final sample

proportionally from the strata. In this case the target

sample was arrived at using stratified sampling and

the final sample was extracted from the strata using

simple random sampling technique. The advantage

with simple random sampling is that it creates samples

that are highly representative of the population though

it may be very tedious and time consuming, especially

when creating larger samples [41].

Table 1 presents the different sub groups of

respondents used in the study and the corresponding

methods of data collection that were used for each

individual subgroup from the Greece government.

Table 1. Study population, sample size, techniques and data collection methods

Category

Population

Sample

Sampling

Technique

Data collection method

Directors

8

Purposive

Questionnaire

IT officers

70

60

Simple random

Questionnaire

Top managers

10

Simple random

Questionnaire

Total

88

78

WSEAS TRANSACTIONS on BUSINESS and ECONOMICS

DOI: 10.37394/23207.2023.20.97

Stavros Kalogiannidis, Fotios Chatzitheodoridis,

Olympia Papaevangelou, Athanasia Mavrommati

E-ISSN: 2224-2899

1082

Volume 20, 2023

3.4 Data Collection Methods

Primary and secondary methods of data collection

were used in the collection of data from the different

participants selected from the different government

institutions in the UAE especially those concerned

with IT and service delivery. These methods

included; questionnaire survey method and document

review method.

3.4.1Questionnaire Survey

The questionnaire is one of the most convenient and

popular methods of data collection. This is because it

is less expensive as it covers a large number of

respondents in a short time and it encourages

respondents to easily reply to sensitive questions

without fear of criticism or disapproval from the

researcher. A questionnaire was used to gain insight

into the phenomenon of management information

technology and service quality from the different

government employees because it was assumed that

being employed in the IT and service delivery public

institutions of government, they would possess great

knowledge to help in addressing the different aims of

the study.

3.4.2 Document Review

Document review is concerned with examination of

different documents that have or contain information

about the topic of study. In this research study the

different reviewed documents included; strategic

plans, financial records, guidelines, annual reports,

evaluation committee minutes and reports, among

others. This gave additional information to add to the

one collected from the primary data instruments

towards establishing the relationship between the

different aspects of management information systems

and service quality in government institutions.

3.5 Data Collection Instruments

3.5.1 Self-administered Questionnaire

[42] argues that what makes questionnaires

appropriate is its ability to cover a large population.

[42] describes a questionnaire as a series of questions

asked to obtain information on the study objectives

from respondents. Therefore, closed-ended

questionnaires were administered to collect primary

quantitative data from 70 government employees.

3.5.2 Document Review Checklist

[43] submits that a document review checklist can be

used to expose an area of investigation and inform

researchers on the salient issues in that field. A

document review checklist was used to collect data

objective by objective in line with logistics

management system for improved service quality.

Primary and secondary data was collected from

strategic plans, financial records, guidelines, annual

reports among others. Use of documents required

thematic analysis processes whereby key themes

were identified for further analysis and conclusions.

3.6 Pre-testing (Validity and Reliability)

3.6.1 Validity

Validity was assessed using both face validity and

content validity as explained below:

3.6.1.1 Face Validity

To establish the face validity of the research

instruments, the researcher presented them for a

comprehensive cross examination by a research

consultant. This was to establish whether they were

suitable for using in the data collection process and if

these instruments could ensure collection of accurate

and consistent data. The supervisor was also

contacted to confirm that the instruments used are

suitable enough to help in collecting relevant

information for the study.

3.6.1.2 Content Validity

[45] defines validity as the correctness and

significance of suggestions founded on results from

research. Content validity was established using

CVC. [42] recommends a minimum CVI of 0.7 to

test content validity index. Therefore; CVI = n/N,

where, n= number of questions deemed valid, N=

Total number of questions in the questionnaire.

C

The values for each individual section of the

questionnaire and the total CVI are presented in

Table 2.

WSEAS TRANSACTIONS on BUSINESS and ECONOMICS

DOI: 10.37394/23207.2023.20.97

Stavros Kalogiannidis, Fotios Chatzitheodoridis,

Olympia Papaevangelou, Athanasia Mavrommati

E-ISSN: 2224-2899

1083

Volume 20, 2023

Table 2. Content validity index the research instrument

Variable

Anchor

CVI

IT infrastructure management

5 point

0.81

IT support systems

5 point

0.83

Informational data

5 point

0.78

Service Quality

5 point

0.85

Average

5 point

0.83

Source: Primary Data (2022) (authors own work)

Content validity =0.83

The results show that the instrument was valid based

on the content validity index (CVI) that was above

0.5.

3.6.2 Reliability

Reliability is defined by [44] as a measure of the

grade instruments yield dependable results after

repetitive trials. The reliability analysis of the

questionnaire was carried out through Cronbach’s

Alpha Coefficient test.

Whereby N = is the number of items,

C = average covariance between item pairs and

V

 = Average variance

[44] argues that for any instrument to be rendered

reliable for use in data collection, the reliability test

must first yield a value of 0.7 or higher. This value

should be obtained on a well-defined substantial

sample of the study. In a bid to test the reliability of

the research instruments, 10 respondents who were

not part of the final study were selected and used to

pilot test the questionnaire. During this process, the

respondents were requested to undertake a critical

check-up of the questionnaire mostly concerning its

nature of design or construction, the clarity of the

language, and its breadth.

Table 3 presents the Cronbach Alpha Values for each

aspect of the independent and dependent variables.

Table 3. Reliability test of the research instrument

Variable

Anchor

Cronbach Alpha Value

IT infrastructure management

5 point

0.863

IT support systems

5 point

0.821

Informational data

5 point

0.713

Service Quality

5 point

0.817

Average

5 point

0.804

Source: Primary Data (2022) (authors own work)

WSEAS TRANSACTIONS on BUSINESS and ECONOMICS

DOI: 10.37394/23207.2023.20.97

Stavros Kalogiannidis, Fotios Chatzitheodoridis,

Olympia Papaevangelou, Athanasia Mavrommati

E-ISSN: 2224-2899

1084

Volume 20, 2023

The results in table 3 show that the instrument was

very reliable as confirmed by the values of both

coefficients which were above 0.5.

3.7 Data Collection Procedure

After successful proposal writing, an introductory

letter from the university was obtained seeking

permission to conduct the study based on data to be

collected from UAE government employees.

Respondents were identified and questionnaires

administered to them. The researcher ensured

confidentiality and anonymity by requesting them not

to confirm their willingness to participate in the

research study. After conducting interviews and

collecting data from the government employees using

the questionnaire, the researcher held a focus

discussion with the selected inmates to collect data

about their opinions concerning management

information technology and service quality UAE

government institutions. The researcher also visited

relevant offices of UAE government institutions to

collect different documents which were based on fir

document review.

3.8 Measurement of Variables

The variables were measured by defining concepts

operationally. For example, questionnaires were

designed asking responses about management

information technology and service quality in

government institutions. These were converted into

measureable and observable elements to allow

development of an index concept. A five-point Likert

scale namely: 5-Strongly agree; 4- Agree; 3- Not sure;

2- Disagree; 1- Strongly disagree was used to measure

the independent and dependent variables. Age of

prison warders as indicated in the questionnaire was

broken down into distinct age groups whereby each

group is a status in the social structure in the study

population.

3.9 Data Analysis

[29] defines data analysis as the method of conveying

order and structure to data. Quantitative data scores

from the questionnaire were organized, coded and be

analyzed using frequencies and percentages, standard

deviations and means for each of the items in the

study. Pearson’s correlation statistics was employed to

check relationships at 99% level of confidence

interval. ANOVA statistics of adjusted R2 values,

beta values were used to carry out regression analysis

and significance values suggested by [42] to

determine the extent to which the different aspects of

management information technology influence the

level of service quality in government institutions.

Regression analysis was conducted in a bid to

establish the overall predictive strength of the

different independent variables on the dependent

variable of the study. In this case a multiple regression

model was of great importance in estimating different

predictive values.

Where;

Y= Service delivery in UAE government institutions

β0= constant (coefficient of intercept);

= IT infrastructure management

= IT support systems

= Informational data

= Represents the error term in the multiple

regression model

β1…β3= Represents the regression coefficient of the

three independent variables which double as aspects

of logistics management system and which helped in

determining the level of influence that the

independent variables ( IT infrastructure management,

IT support systems, and Informational data) on the

dependent variable (service quality) in UAE

government institutions.

The error term in this research study was based on

the assumption that there was absence of

autocorrelation. Thus therefore indicates that the

aspect of autocorrelation was not considered in this

research study. The hypotheses of the study were

tested at the 5% (0.05) level of significance and the

rejection and acceptance of the null hypotheses was

based on the decision rule that if p<0.05, then the null

hypothesis should be accepted and if P<0.05, then the

null hypothesis should be rejected.

3.10 Ethical Considerations

There are different ethical requirements that must be

put into consideration if any research study is to be

successful. Consequently, the researcher observed a

quite number of ethical issues which will be aimed at

avoiding any occurrence of harm during the process of

the study.

Firstly, permission to carry out the study will be

obtained from relevant authorities at the institution

WSEAS TRANSACTIONS on BUSINESS and ECONOMICS

DOI: 10.37394/23207.2023.20.97

Stavros Kalogiannidis, Fotios Chatzitheodoridis,

Olympia Papaevangelou, Athanasia Mavrommati

E-ISSN: 2224-2899

1085

Volume 20, 2023

especially at the stage of data collection where the

researcher has to first obtain a letter from relevant

authorities.

Secondly the researcher will ensure that there is

informed consent whereby respondents were informed

about the details of the study and consequently the

researcher assessed their willingness to participate.

This was in addition to observing a high level of

confidentiality and privacy when handling the data

collected from respondents.

Finally, the respondents were given the freedom

to answer questions based on their own interpretation

of the different opinion questions. This will help in

obtaining broad answers especially for the open-ended

questions.

3.11 Limitations of the Study

There is anticipation of response bias. Personal

characteristics of participants may influence their

responses to questions, resulting in the phenomenon

of social desirability of response, extreme of response

and acquiescence. The questionnaire technique,

explanation of the purpose of the research to the

participants and assurance of confidentiality as well as

the signed consent form will be useful in reducing the

above traits.

Transient personal factors may also affect final

results. Some temporary states of participants, such as

anxiety and fatigue, could influence their response. To

limit this, the researcher will try to engage the

different participants during morning hours

There is also anticipation of researcher’s bias. The

researcher is the main conductor of the study in the

participants’ natural environment. The researcher

practiced bracketing as well as reflexivity to

overcome this problem. The researcher will go back

participants to verify and clarify their responses.

3.12 Conclusion

This chapter has deeply explained the research setting

or design, population and sampling to be used in the

study as well as the sample size from the study

population. The different instruments for the data

collection and analysis have been fully discussed and

ways on how quality will be ensured have been

presented. Finally, this chapter as highlighted the

ethical considerations that will be taken into

consideration so as to obtain accurate results.

4 Results

This chapter presents a detailed account of the

analysis, presentation and interpretation of the

research findings obtained using the different

quantitative research tools. This chapter first

discussed the response rate and demographic

characteristics of the government employees whose

information was collected using the questionnaire.

This was followed by analysis of variance (ANOVA)

for the different variables. The chapter then discussed

the different specific objectives by establishing the

relationship between the variables using Pearson’s

rank correlation coefficient. The chapter then

presented the regression analysis with the subsequent

interpretation of the results.

4.1 Response Rate

Response rate refers to the general computation

obtained after collecting data using the available data

collection tools. Table 4 presents the rate of response

for each data collection tool used in the study.

WSEAS TRANSACTIONS on BUSINESS and ECONOMICS

DOI: 10.37394/23207.2023.20.97

Stavros Kalogiannidis, Fotios Chatzitheodoridis,

Olympia Papaevangelou, Athanasia Mavrommati

E-ISSN: 2224-2899

1086

Volume 20, 2023

Table 4. Rate of response

Instrument

Target response

Actual Response

Percentage

Questionnaire

78

60

76.9

Source: Primary data (2022) (authors own work)

The results in Table 4 show that the study registered a

response rate of 76.9% as this was considered a good

response since it was above 50% as suggested by [42].

4.2 Demographic Characteristics

To collect demographic data about the study

participants, questions of the first section of the

questionnaire were used as indices asking the

respondents to indicate their sex, age group, level of

education, marital status of respondents, and the years

they had spent in the different government

institutions. The findings collected are presented

below.

4.2.1 Sex of Respondents

The respondents through the questionnaire were

requested to indicate their sex and the prison warders

gave varying responses.

Table 5 presents the distribution of government

employees based on their sex.

Table 5. Sex of the participants

Sex

Frequency

Percentage

Male

53

88.3

Female

17

11.7

Total

60

100.0

Source: Primary data (2022) (authors own work)

Findings in Table 5 clearly indicate that both males

and females participated in the research study

whereby 53 were males representing 88.3% of the

total respondents and the remaining 17 were females

representing 11.7% of the total number of

respondents. This therefore indicates that majority of

the study participants were males though all gender

cohorts were represented thereby fulfilling the notion

of gender balance. With this gender balance, it meant

that the results obtained after data collection

represented the views of both males and females in

the different government institutions in Greece.

Furthermore the high number of males in this study

meant that to a greater extent males make up the

largest number of government employees as compared

to women.

4.2.2 Age of Respondents

The researcher through the questionnaire also

requested the participants to indicate their age bracket

and their responses are presented in Table 6.

Table 6. Age of the participants

Age bracket

Frequency

Percentage

18 – 30

17

28.3

31– 40

29

48.4

41 – 50

8

13.3

51 and above

6

10.0

Total

60

100.0

Source: Primary data (2022) (authors own work)

The study findings presented in Table 6 revealed that

majority of the participants were in the age bracket of

31– 40 years representing 48.4% of the total number

of respondents. This was followed by 17 respondents

in the age bracket of 18–30 years representing 28.3%

of the total number of respondents. The least number

of respondents was in the age bracket of 51 years and

above and this was representing 10% of the total

number of respondents. These results show that data

was collected from people of sound age hence they

were able to give articulate answers concerning the

influence of management information technology and

service quality in government institutions.

4.2.3 Marital Status of Respondents

In order to further establish more demographic

characteristics of respondents, the researcher

requested them to indicate their marital status and

their responses are presented in Table 7.

WSEAS TRANSACTIONS on BUSINESS and ECONOMICS

DOI: 10.37394/23207.2023.20.97

Stavros Kalogiannidis, Fotios Chatzitheodoridis,

Olympia Papaevangelou, Athanasia Mavrommati

E-ISSN: 2224-2899

1087

Volume 20, 2023

Table 7. Marital status of participants

Number of years

Frequency

Percent

Single

13

21.7

Married

28

46.7

Separated/Divorced

16

26.6

Widow/Widower

3

5.0

Total

60

100.0

Source: Primary data (2022) (authors own work)

The results presented in Table 7 indicate that

majority of the respondents were married

representing 46.7% of the total number of the

participants. This was followed by those who were

separated or divorced representing 26.6% of the total

number of respondents and then the single

representing 21.7% of the respondents. The least

number of respondents were widows or widowers

representing only 5% of the total number of

respondents.

4.2.4 Highest Level of Education of Respondents

In a bid to find out the level of education of

respondents, they were requested to indicate their age

and their varying responses are presented in Figure 2

below:

Fig. 2: Level of education of government employees

Source: Primary data (2022), (authors own work)

The results presented in Figure 2 revealed that

majority of the government employees (60%) had

attained a masters degree, 23.3% had attained a

bachelors degree, 10% had attained a diploma while

the least number of respondents. These results clearly

showed that majority of the government employees

had attained high levels of education hence possessed

great knowledge to clearly articulate different issues

WSEAS TRANSACTIONS on BUSINESS and ECONOMICS

DOI: 10.37394/23207.2023.20.97

Stavros Kalogiannidis, Fotios Chatzitheodoridis,

Olympia Papaevangelou, Athanasia Mavrommati

E-ISSN: 2224-2899

1088

Volume 20, 2023

associated with the impact of management

information technology on service delivery in

government institution particularly in Greece.

4.2.5 Years Spent at in the Government

Institution

To further understand the demographic

characteristics of respondents, the researcher

requested to indicate the years they had spent in the

Greece government institution and their responses

are presented in Table 3.

Fig. 3: Years spent in the government institution

Source: Primary data (2022, (authors own work)

The results presented in Figure 3 indicate that

majority of the respondents had spent 3-5 years

working in the UAE government institution

representing 51.6% of the total number of

respondents. This was followed by 15 respondents

who had spent 6-10 years in the UAE government

institution representing 25% of the total number and

then 10 respondents who had spent 11 years and

beyond representing 16.7% of the total number. The

least number of respondents had spent 1-2 years

representing only 6.7% of the total number. The

results show that majority of the respondents had

employed in the different IT and service delivery

sectors in the different government institutions in the

UAE hence had enough experience to express

balanced opinions on the impact of management

information technology on service delivery.

4.3 Analysis of Variance (ANOVA)

In order to assess the level of similarity or variation

between the responses provided by Prison Warders,

analysis of variance was undertaken and this helped

in evaluating the level of variation based on mean

and standard deviation as presented in Table 8.

WSEAS TRANSACTIONS on BUSINESS and ECONOMICS

DOI: 10.37394/23207.2023.20.97

Stavros Kalogiannidis, Fotios Chatzitheodoridis,

Olympia Papaevangelou, Athanasia Mavrommati

E-ISSN: 2224-2899

1089

Volume 20, 2023

Table 8. ANOVA results for years spent working in the UAE government institutions by the different study

variables

Years spent in the

government institution

Mean

Std.

Deviation

Std.

Error

F

Sig.

IIT infrastructure

management

1-2 years

3.24

1.08

0.35

3.211

.032

3-5 years

3.08

1.52

0.08

6-10 years

3.17

1.25

0.12

11 years and beyond

3.51

0.92

0.17

Total

3.25

1.19

0.18

IT support systems

1-2 years

3.53

0.84

0.13

1.016

.061

3-5 years

3.31

1.13

0.04

6-10 years

3.80

0.57

0.06

11 years and beyond

3.41

1.06

0.14

Total

3.54

0.09

Informational products

1-2 years

3.62

0.73

0.17

5.124

.003

3-5 years

4.17

0.38

0.13

6-10 years

4.23

0.57

0.09

11 years and beyond

4.31

0.44

0.14

Total

4.08

0.53

0.13

Quality service delivery

1-2 years

3.91

0.73

0.20

1.618

.152

3-5 years

4.20

0.65

0.04

6-10 years

4.13

0.25

0.10

11 years and beyond

4.23

0.52

0.09

Total

4.12

0.53

0.11

Source: Primary Data (2022) (authors own work)

The results presented in Table 8 show that the

different government employees within the four

categories of years spent at the UAE government

institution significantly differed in their opinions

concerning IT infrastructure management (p=.032<

.05). This can be attributed to the fact that having

been at different time periods, the employees could

have had varying experiences in applying different

aspects of IT infrastructure in delivery different

services to relevant people.

The results showed a no significant variation

among the government employees’ opinions

concerning IT support systems in the different UAE

government institutions (p = .061 >.05). This

indicates that for no matter the number of years spent

in the government institution, most employees are

conversant with the relevance of different IT support

systems such as the qualified IT personnel and other

important resources towards enhancing the level of

quality service delivery in an organization or

government institution.

The results also indicated that there was a

significant variation in the responses provided by the

study participants concerning informational products

in regard to service quality in the Greece government

WSEAS TRANSACTIONS on BUSINESS and ECONOMICS

DOI: 10.37394/23207.2023.20.97

Stavros Kalogiannidis, Fotios Chatzitheodoridis,

Olympia Papaevangelou, Athanasia Mavrommati

E-ISSN: 2224-2899

1090

Volume 20, 2023

institutions (p=.003>.05). This variation could be

attributed to lack of a uniform and systematic flow of

IT performance based information in some of the

government institutions that would enable employees

to have relatively same knowledge concerning the

impact of Information systems on service quality.

Finally there was no significant variation

concerning the opinions of respondents on service

quality in the different government institutions

(p=.152<0.05). This implies that all government

employees included in the study were conversant

with the level of quality service delivery in the

government institutions as influenced by the

management information technologies hence these

employees do not vary much in perception

concerning service quality.

4.4 Relationship between the Study Variables

This section provided an explanation concerning the

relationship between the different variables of the

study.

4.4.1 Relationship between IT Infrastructure

Management and Quality Service Delivery in

Government Institutions

The first objective of this masters’ thesis was to

establish the relationship between IT infrastructure

management and service quality in UAE based

government institutions. In order to achieve this

objective, a cross tabulation of the responses on IT

infrastructure management and service delivery was

done and consequently the correlational analysis was

conducted to establish the level of the relationship.

The results obtained and the subsequent Pearson’s

coefficient values are presented in Table 9.

Table 9. Correlation between IT infrastructure management and Quality service delivery in government institutions

IT

infrastructure

management

Quality Service

Delivery

IT infrastructure

management

Pearson Correlation

Sig. (2-tailed)

N

1

.248**

.000

60

Quality service

delivery

Pearson Correlation

Sig. (2-tailed)

N

.248**

1

.000

60

**. Correlation is significant at the 0.01 level (2-tailed).

Source: Primary Data (2022), (authors own work)

WSEAS TRANSACTIONS on BUSINESS and ECONOMICS

DOI: 10.37394/23207.2023.20.97

Stavros Kalogiannidis, Fotios Chatzitheodoridis,

Olympia Papaevangelou, Athanasia Mavrommati

E-ISSN: 2224-2899

1091

Volume 20, 2023

The relationship between IT infrastructure

management and Service Quality was determined

using Pearson’s Correlation coefficient. After the

cross tabulation and analysis, it was established that

there is a significant positive relationship between IT

infrastructure management and service quality at

UAE government institutions (r= 0.248**, n=60,

p=.000). The results clearly show that the different

aspects of IT infrastructure management under

management information technology greatly

influence the level of service quality in the different

government institutions. These results also led to the

acceptance of the null hypothesis H1 that there is a

significant relationship between IT infrastructure

management and quality service delivery in

government institutions. Through document review

of Annual reports by different government

institutions most especially from the IT sector, it was

established that proper management of the IT

infrastructure helps to keep a robust and effective

information systems that encourages transparency

and proper decision making processes in the different

government institutions in Greece.

4.4.2 Relationship between IT Support Systems

and Quality Service Delivery in Government

Institutions

The second objective of the study was to establish the

relationship between IT support systems and service

quality in UAE government institutions. In order to

achieve, correlational analysis was conducted to

establish the relationship between inventory control

influence service quality and this would then help in

determining how inventory control influence service

quality in Greece government institutions. The results

obtained and the subsequent Pearson’s coefficient

values are presented in Table 10.

Table 10. Correlation between inventory control and service quality in government institutions

IT support systems

Quality service

delivery

IT support systems

Pearson Correlation

Sig. (2-tailed)

N

1

.326**

.000

60

Quality service delivery

Pearson Correlation

Sig. (2-tailed)

N

.326**

1

.000

60

**. Correlation is significant at the 0.01 level (2-tailed).

Source: Primary Data (2022), (authors own work)

WSEAS TRANSACTIONS on BUSINESS and ECONOMICS

DOI: 10.37394/23207.2023.20.97

Stavros Kalogiannidis, Fotios Chatzitheodoridis,

Olympia Papaevangelou, Athanasia Mavrommati

E-ISSN: 2224-2899

1092

Volume 20, 2023

Pearson’s Correlation coefficient was used to

establish the relationship between IT support systems

and Service Quality in Greece government

institutions. Following cross tabulation and

correlational analysis it was established that there is a

positive relationship between freight planning and

service quality at UAE government institutions (r=

0.326**, n=60, p=.000). The results clearly show that

the input and efforts rendered by the different support

systems of the information system and the entire IT

sector greatly influence the level of service quality in

the delivery of services by the UAE government

institutions. These results also led to the acceptance

of the null hypothesis H2 that IT support systems has

a significant and moderate relationship with quality

service delivery in Greece government institutions.

4.4.3 Relationship between Informational

Products and Service Quality in UAE

Government Institutions

The third objective of the study was to establish the

relationship between informational products and

quality service delivery in Greece government

institutions. Correlational analysis was conducted to

establish this relationship and the results obtained are

presented in Table 11.

Table 11. Correlation between Information flow and quality service delivery Service

Informational

products

Quality Service

Delivery

Informational products

Pearson Correlation

Sig. (2-tailed)

N

1

.453**

.000

60

Quality Service Delivery

Pearson Correlation

Sig. (2-tailed)

N

.453**

1

.000

60

**. Correlation is significant at the 0.01 level (2-tailed).

Pearson’s rank correlational coefficient was used to

establish the relationship between informational

products and service quality and the results clearly

showed that there is a positive and significant

relationship between inventory control and service

quality (r= 0.453**, n=60, p=.000). This therefore

indicates that the nature of access to informational

products as per the organization’s information

systems greatly influences the level of service quality

at Greece government institutions. Furthermore since

the P<0.01, and r=0.453, we accept the null

hypothesis H3 that there is a significant and moderate

relationship between informational products and

quality service delivery in Greece government

institutions.

4.5 Regression Analysis

Regression analysis was also conducted to further

establish the level to which the different independent

variables (IT infrastructure management, IT support

WSEAS TRANSACTIONS on BUSINESS and ECONOMICS

DOI: 10.37394/23207.2023.20.97

Stavros Kalogiannidis, Fotios Chatzitheodoridis,

Olympia Papaevangelou, Athanasia Mavrommati

E-ISSN: 2224-2899

1093

Volume 20, 2023

systems, and Informational products) influence

service quality in Greece government institutions

based on different predictive values. The results

obtained after conducting regression analysis are

presented in Table 12.

Table 2. Showing results for multiple regression analysis

Unstandardized

Coefficients

Standardized

Coefficients

t

Sig.

Model

B

Std.Error

Beta

(Constant)

2.441

.354

6.889

.000

IT infrastructure management

.143

.034

.254

4.221

.000

IT support systems

0.090

.035

.351

2.596

.010

Informational products

0.087

.073

.169

1.184

.237

Dependent Variable: Quality Service Delivery

R

.405

R Square

.164

Adjusted R Square

.341

Std. Error of the Estimate

.629

Change Statistics

F Statistic

14.214

Sig.

.000

Source: Primary Data (2022), (authors own work)

The results in table 12 showed that the different study

variables can predict a 34.1% change in service

quality in UAE government institutions (Adjusted R

Square = .241). The results indicated that among the

different predictors of quality service delivery, IT

support systems (Beta = .351, p < .01) is a better

predictor as compared to IT infrastructure

management (Beta = .253, p < .01) and Informational

products (Beta = .169, p < .01). The results indicate

that despite management information technology

being a determinant of service quality in UAE

government institutions, there are other factors that

could influence service quality other than IT support

systems, IT infrastructure management, and

informational products.

5 Discussion

The quantitative study findings, based on a response

rate of 87.2%, confirmed that there is a relationship

between the different aspects of management

information technology (IT infrastructure, IT support

systems, and Informational products) and service

quality in the different government institutions in

UAE. This clearly shows that the robustness of the

information systems in the different public

institutions in UAE greatly influences the timeliness,

responsiveness, and reliability of the services

provided by the different government institutions to

the general public. The study also confirmed that

among different aspects of IT infrastructure

commonly found at different government institutions,

it is the application servers, LAN/WAN, databases

and operating systems that have a relatively higher

influence on the level of quality in service delivery as

compared to other aspects of IT infrastructure. This

therefore indicated that proper management of

application servers, system databases and the

different operating systems encourages high level of

accountability, transparency and proper decision

making in government institutions thereby enhancing

WSEAS TRANSACTIONS on BUSINESS and ECONOMICS

DOI: 10.37394/23207.2023.20.97

Stavros Kalogiannidis, Fotios Chatzitheodoridis,

Olympia Papaevangelou, Athanasia Mavrommati

E-ISSN: 2224-2899

1094

Volume 20, 2023

the quality of services delivered by these

organizations [1]. The study also established that the

different activities involved in the lifestyle of

management information systems or technology that

entirely make up the procedural processes, are very

essential in enchaining the robustness of information

systems and consequently the level of service quality

in government institutions. It was established that

that the most important systematic processes that

have a great impact on quality of services delivered

include; general maintenance and evolution, the

verification and validation processes that may also

involve testing, IT operations and support and

requirements elicitation [46].

The study further established that the different

aspects of IT support systems are very essential in

enhancing the effectiveness of management

information systems which in the long run has a

positive impact on service quality levels in the

different government institutions in Greece. In this

case, the study confirmed that the most important

personnel in management information technology are

the experts conversant with the different information

systems applications’ domain. The study further

revealed that to have an active IT support system,

there should be degrees of task specialization among

the different IT staff in the government institutions,

staff flexibility for the task at hand should be very

high and human intellectual capital perspectives

should be of great quality. The study further

revealed that the different aspects of information

management technology in terms of quality

management, have a great influence on service

quality in government institutions. The key features

of quality management that are most effective in

enhancing service quality majorly included;

continued provision of the different desired

functionalities and proper operationalization of the

different non-functional IT requirements in the

government or public institutions. The study clearly

confirmed that the informational products of

information systems or technologies have a great

impact on service quality in public institutions. The

study indicated that the key aspects of informational

products that are most effective concerning quality

delivery of services included; executable codes and

budgets formulations and schedules. The study

deduced that IT infrastructure management had the

greatest effect on quality delivery of service in

Greece government institutions, followed by IT

support systems, and then informational products.

The literature review also confirmed that procedural

systems and quality management have continuously

been associated with a highly positive and significant

relationship with service quality in government

institutions [47].

6 Conclusions

From the key study findings, it can be concluded that

the different elements of management information

technology majorly IT infrastructure, IT support

systems and informational products, have a great

positive impact on quality service delivery in

government institutions. From the study findings it

was clear that the different elements of IT

infrastructure management most especially

application servers, databases, and operating systems,

as well as network security greatly influenced the

level of service quality on the Greece government

institutions.

The study also concluded that the general

maintenance and evolution, verification and

validation, requirements elicitation, design of

information systems, proper planning, analysis and

specification greatly influence the level of service

delivery in government institutions in Greece. The

study further concludes that the service delivery in

most government institutions in Greece is also

normally affected by the IT support systems which

majorly involve the human resource or the IT

personnel or expertise. On the same the study

concludes that the aspects of human capital that

greatly affect level of service delivery in

government institutions majorly include; having

knowledge about information systems and their

application domains, and encouraging high degree of

task specialization among the different IT staff, as

well as ensuring staff flexibility for the different

activities or IT tasks at task. Furthermore it is clear

that quality management for any information system

greatly influences the service delivery in the different

government institutions in Greece.

The study concludes that the aspects of qualities

management that influence service delivery in

Greece government institutions cut across the general

operationalization of non-functional requirements,

optimizing organizational strategies and IT

investments, provision of the desired functionalities,

synergistic and conflicting interactions, IS reliability,

WSEAS TRANSACTIONS on BUSINESS and ECONOMICS

DOI: 10.37394/23207.2023.20.97

Stavros Kalogiannidis, Fotios Chatzitheodoridis,

Olympia Papaevangelou, Athanasia Mavrommati

E-ISSN: 2224-2899

1095

Volume 20, 2023

quality improvements, and use of consistent and

methodical processes when consolidating or

reengineering systems. Finally the study concludes

that informational products such as executable code

budgets and schedules, work breakdowns and

allocations, requirements and specifications,

architectural diagrams and descriptions,

documentation, technology investment decisions

informed by business strategy, test plans and training

material affect the service delivery in the different

Greece based government institutions.

6.1 Recommendations

Based on the different study findings presented in

this study, different recommendations were raised

whereby it is encouraged that government institutions

should focus on improving their IT infrastructure

majorly by employing more effective infrastructure

management strategies which in the longrun could

ably improve service quality in the different

government institutions. The study further

recommends that the different government

institutions should ensure that they award appropriate

salaries and allowances to the human resource. This

could act as source of motivation to the employees

who are a crucial determinant of the quality of

service delivery in the public or government

institutions.

The study also recommends that Greece

government institutions and other public institutions

across the world should focus on maintaining quality

management information technologies or systems

that are reliable and effective. This will ensure that

there are no delays due to unexpected breakdowns or

system failure. In addition, the government

institutions should collaborate with different experts

who may help to identify system hitches

appropriately and consequently advice accordingly in

advance. The study also recommends that the

different government institutions in Greece

continuously focus on ensuring that their overall

informational products are regularly updated so as to

give current and actual information. This in the

longrun eliminates the issues associated with

miscommunication that are normally raised by out

dated information.

6.2 Limitations of the Study

The main limitations of this study were; the small

size of the sample in addition to a partial response

rate which to a greater extent could have limited the

confidence in the results and as well as limiting

generalizations to other situations. Some respondents

decided to withhold information which they

considered sensitive and classified. This to a greater

extent reduced the general probability of attaining a

more conclusive study. However, conclusions were

made with this response rate. The study looked at

government institutions in UAE. This could limit the

generalizations to other public institutions in the

country since the study only focused on the systems

in these institutions only.

6.3 Suggestions for Further Research

The study majorly focused on management

information technology aspects and their influence

on quality service delivery in government

institutions. In this case focus was aimed at the

performance of public institutions in the Greece as

per their use of different management information

technologies. The study therefore failed to focus on

private institutions hence it would be prudent fir

future studies to focus on determining the impact of

different management information systems on the

service quality in private institutions in Europe.

References:

[1] Akter, S., Ray, P., & D'Ambra, J. (2011).

Viewing systems as services: the role of

service quality.

[2] Baheer, B. A., Lamas, D., & Sousa, S. (2020).

A Systematic Literature Review on Existing

Digital Government Architectures: State-of-

the-Art, Challenges, and Prospects.

Administrative Sciences, 10(2), 25.

[3] Alahmed, M. A. (2018). Identifying the

Determents of Government E-Service Quality

In the UAE.

[4] Al-Khouri, A. M. (2011). An innovative

approach for e-government transformation.

arXiv preprint arXiv:1105.6358.

[5] Abraheem, A., & Adams, C. (2016).

Conceptual Framework of eService delivery

system in Developing Countries with a high

level of Instability. Socrates, 4(3), 13-34.

[6] World Health Organization. (2010).

Monitoring the building blocks of health

systems: a handbook of indicators and their

measurement strategies. World Health

Organization.

WSEAS TRANSACTIONS on BUSINESS and ECONOMICS

DOI: 10.37394/23207.2023.20.97

Stavros Kalogiannidis, Fotios Chatzitheodoridis,

Olympia Papaevangelou, Athanasia Mavrommati

E-ISSN: 2224-2899

1096

Volume 20, 2023

[7] Parasuraman, A., Zeithaml, V. A., & Berry, L.

L. (1988). Servqual: A multiple-item scale for

measuring consumer perc. Journal of retailing,

64(1), 12.

[8] Pakurár, M., Haddad, H., Nagy, J., Popp, J., &

Oláh, J. (2019). The service quality dimensions

that affect customer satisfaction in the

Jordanian banking sector. Sustainability, 11(4),

1113.

[9] Chingang Nde, D., & Lukong, P. (2010). Using

the SERVQUAL Model to assess Service

Quality and Customer Satisfaction.: An

Empirical Study of Grocery Stores in Umeå.

[10] Ghotbabadi, A. R., Feiz, S., & Baharun, R.

(2015). Service quality measurements: a

review. International Journal of Academic

Research in business and social sciences, 5(2),

267.

[11] Chatzitheodoridis, F., Kontogeorgos, A. 2020.

New entrants’ policy into agriculture:

Researching new farmers’ satisfaction, Revista

de Economia e Sociologia Rural, 58 (1):

e193664 (DOI: 10.1590/1806-

9479.2020.193664).

[12] Kalogiannidis. S., Toska, E., Chatzitheodoridis,

F., Kalfas, D. 2022. Using school systems as a

hub for risk and disaster management: A Case

Study of Greece, Risks, 10 (5): 89 (DOI:

10.3390/risks10050089).

[13] Chiravuri, A., & Abdul, M. (2016, June). What

Determines the Quality of E-Government

Services in the UAE? Presenting a Framework.

In PACIS (p. 339).

[14] Ciborra, C. U. (2009). Interpreting e-

government and development: Efficiency,

transparency or governance at a distance?. In

Bricolage, Care and Information (pp. 90-110).

Palgrave Macmillan, London.

[15] Kalogiannidis, S., Toska, E., Chatzitheodoridis,

F. 2022. Contribution of Civil Protection to the

Urban Economy: Evidence from a Small-Sized

Greek City. Sustainability, 14 (2): 981 (DOI:

10.3390/su14020981).

[16] Bhatnagar, S. C. (2014). Public service

delivery: Role of information and

communication technology in improving

governance and development impact. Asian

Development Bank Economics Working Paper

Series, (391).

[17] Kalogiannidis, S., Kalfas, D.,

Chatzitheodoridis, F. The Impact of

Collaborative Communication on the Physical

Distribution Service Quality of Soft Drinks: A

Case Study of Beverage Manufacturing

Companies in Greece. Beverages 2022, 8, 47.

https://doi.org/10.3390/ beverages8030047

[18] Chatzitheodoridis, F.; Melfou, E.;

Kontogeorgos, A.; Kalogiannidis, S. Exploring

Key Aspects of an Integrated Sustainable

Urban Development Strategy in Greece: The

Case of Thessaloniki City. Smart Cities 2023,

6, 19-39.

https://doi.org/10.3390/smartcities6010002

[19] Liang, Z., & Ye, X. (2010). The Employees'

Roles on Service Delivery: Case Study on

Haibin Hotel & Westin Hotel in China.

[20] Hennessy, S., Onguko, B., Harrison, D.,

Ang’ondi, E. K., Namalefe, S., Naseem, A., &

Wamakote, L. (2010). Developing the use of

information and communication technology to

enhance teaching and learning in East African

schools: Review of the literature. Centre for

Commonwealth Education & Aga Khan

University Institute for Educational

Development–Eastern Africa Research Report,

1.

[21] Kim, S. B., & Kim, D. (2020). ICT

Implementation and Its Effect on Public

Organizations: The Case of Digital Customs

and Risk Mnagement in Korea. Sustainability,

12(8), 3421.

[22] Kalogiannidis, S. (2021) "Business Trust and

Communication as Predictors of Business

Growth," WSEAS Transactions on Business

and Economics, vol. 18, pp. 1512-1522. DOI

10.37394/23207.2021.18.138

[23] Li, Y., & Shang, H. (2020). Service quality,

perceived value, and citizens’ continuous-use

intention regarding e-government: Empirical

evidence from China. Information &

Management, 57(3), 103197.

[24] Sharma, G., Bao, X., & Peng, L. (2014). Public

participation and ethical issues on e-

governance: A study perspective in Nepal.

Electronic Journal of e-government, 12(1), 82.

[25] Stavros Kalogiannidis, Stamatis Kontsas,

George Konteos, Fotios Chatzitheodoridis, "A

small City Rebranding: Another View of the

Territorial Marketing," WSEAS Transactions

on Environment and Development, vol. 18, pp.

686-701, 2022. DOI:

10.37394/232015.2022.18.65

WSEAS TRANSACTIONS on BUSINESS and ECONOMICS

DOI: 10.37394/23207.2023.20.97

Stavros Kalogiannidis, Fotios Chatzitheodoridis,

Olympia Papaevangelou, Athanasia Mavrommati

E-ISSN: 2224-2899

1097

Volume 20, 2023

[26] Stavros Kalogiannidis, Fotios

Chatzitheodoridis, "Effects of Agile Customer

Relation Management System on Business

Performance and Entrepreneurship," WSEAS

Transactions on Environment and

Development, vol. 18, pp. 496-503, 2022. DOI:

10.37394/232015.2022.18.48

[27] Lodorfos, G., Kostopoulos, G., & Kaminakis,

K. (2015). The impact of service delivery

system effectiveness on service quality: a

hierarchical approach. International Journal of

Business Performance Management, 16(2-3),

169-181.

[28] Kalogiannidis, S., Loizou, E., Melfou, K.,

Papaevangelou, O. (2022). Assessing

Relationship Between Entrepreneurship

Education and Business Growth. In: Sklias, P.,

Polychronidou, P., Karasavvoglou, A.,

Pistikou, V., Apostolopoulos, N. (eds)

Business Development and Economic

Governance in Southeastern Europe. Springer

Proceedings in Business and Economics.

Springer, Cham. https://doi.org/10.1007/978-3-

031-05351-1_10 ,183-194.

[29] Kalogiannidis, S., Savvidou, S.,

Papaevangelou, O., Pakaki, F. (2022). Role of

Management in Optimising the Quality of

Education in Educational Organisations . In:

Tsounis, N., Vlachvei, A. (eds) Advances in

Quantitative Economic Research. ICOAE

2021. Springer Proceedings in Business and

Economics. Springer, Cham.

https://doi.org/10.1007/978-3-030-98179-2_21

[30] Abdikarim, B. A. (2017). Factors Affecting

Maintenance Of Quality Services In Public

Institutions (A Case Study of Wajir County

Referral Hospital).

[31] Kalfas, D., Chatzitheodoridis, F., Loizou, E.,

Melfou, K. 2022 Willingness to Pay for Urban

and Suburban Green, Sustainability, 14 (4):

2332 (DOI: 2332 10.3390/su14042332).

[32] Salavati, S. (2016). Use of digital technologies

in education: The complexity of teachers'

everyday practice (Doctoral dissertation,

Linnaeus University Press).

[33] Bourgeois, D., & Bourgeois, D. T. (2014).

Data and Databases. Information Systems for

Business and Beyond.

[34] Kontogeorgos, A, Chatzitheodoridis F, Loizou

E. 2016. Adaptation Strategies for the Greek

Agricultural Cooperatives during the Economic

Crisis, Agricultural Economics, 62 (1): 26-34

(DOI: 10.17221/22/2015-AGRICECON).

[35] Bakunzibake, P. (2019). Improving

Implementation of e-Government Services in

Rwanda: An Organisational Perspective

(Doctoral dissertation, Örebro University).

[36] [36] Ali, S., Green, P., & Robb, A. (2012). The

influence of top managements’ absorptive

capacity of IT governance knowledge on

business-IT alignment: An empirical analysis.

[37] Kalogiannidis, S., Kontsas, S., Konteos, G.,

Chatzitheodoridis, F. (2022). Investigation of

the Redesigning Process of the Development

Identity of a Local Government Regional Unit

(City): A Case Study of Kozani Regional Unit

in Greece. In: Tsounis, N., Vlachvei, A. (eds)

Advances in Quantitative Economic Research.

ICOAE 2021. Springer Proceedings in

Business and Economics. Springer, Cham.

https://doi.org/10.1007/978-3-030-98179-2_20

[38] Kalogiannidis, S., Kontsas, S.,

Chatzitheodoridis, F.(2021) "Managerial Styles

and Employee Productivity. An Empirical

Study From Bank Sector Employees in Greece

," WSEAS Transactions on Environment and

Development, vol. 17, pp. 1234-1244, 2021

DOI 10.37394/232015.2021.17.113

[39] Khadka, K., & Maharjan, S. (2017). Customer

satisfaction and customer loyalty: Case trivsel

städtjänster (trivsel siivouspalvelut).

[40] Krejcie, R. V., & Morgan, D. W. (1970).

Determining sample size for research activities.

Educational and psychological measurement,

30(3), 607-610.

https://home.kku.ac.th/sompong/guest_speaker/

KrejcieandMorgan_article.pdf

[41] Molenberghs, G. (2010). Survey methods &

sampling techniques. Interuniversity Institute

for Biostatistics and statistical Bioinformatics

(I-BioStat), 31(2), 12-34.

[42] Amin, A. (2005). Local community on trial.

Economy and society, 34(4), 612-633.

[43] [43] Wellington, B. (2000). Secure domain

name system (DNS) dynamic update (No.

rfc3007).

[44] Mugenda, O. M., & Mugenda, A. G. (2003).

Research methods: Quantitative & qualitative

apporaches (Vol. 2, No. 2). Nairobi: Acts

press.

[45] Lam, K. W., Hassan, A., Sulaiman, T., &

Kamarudin, N. (2018). Evaluating the face and

WSEAS TRANSACTIONS on BUSINESS and ECONOMICS

DOI: 10.37394/23207.2023.20.97

Stavros Kalogiannidis, Fotios Chatzitheodoridis,

Olympia Papaevangelou, Athanasia Mavrommati

E-ISSN: 2224-2899

1098

Volume 20, 2023

content validity of an instructional technology

competency instrument for university lecturers

in Malaysia. International Journal of Academic

Research in Business and Social Sciences,

8(5), 367-385.

[46] Sofyani, H., Riyadh, H. A., & Fahlevi, H.

(2020). Improving service quality,

accountability and transparency of local

government: The intervening role of

information technology governance. Cogent

Business & Management, 7(1), 1735690.

[47] Curristine, T., Lonti, Z., & Joumard, I. (2007).

Improving public sector efficiency: Challenges

and opportunities. OECD journal on budgeting,

7(1), 1-41.

Contribution of Individual Authors to the

Creation of a Scientific Article (Ghostwriting

Policy)

The authors equally contributed to the present

research, at all stages from the formulation of the

problem to the final findings and solution.

Sources of Funding for Research Presented in a

Scientific Article or Scientific Article Itself

No funding was received for conducting this study.

Conflict of Interest

The authors have no conflict of interest to declare.

Creative Commons Attribution License 4.0

(Attribution 4.0 International, CC BY 4.0)

This article is published under the terms of the

Creative Commons Attribution License 4.0

https://creativecommons.org/licenses/by/4.0/deed.en_

US

WSEAS TRANSACTIONS on BUSINESS and ECONOMICS

DOI: 10.37394/23207.2023.20.97

Stavros Kalogiannidis, Fotios Chatzitheodoridis,

Olympia Papaevangelou, Athanasia Mavrommati

E-ISSN: 2224-2899

1099

Volume 20, 2023