IDEAS home Printed from https://ideas.repec.org/a/ids/ijbpma/v25y2024i5p720-739.html
   My bibliography  Save this article

Measuring and predicting the service quality of information systems and technology: an integrated approach of decision tree and random forest

Author

Listed:
  • Behnam Khamoushpour
  • Abbas Sheikh Aboumasoudi
  • Arash Shahin
  • Shakiba Khademolqorani

Abstract

The purpose of this research is to provide a new approach to measure, predict and ultimately improve service quality of all data and indicators affecting service quality simultaneously. In this research, two indicators of performance and gap of service quality have been used. The data mining model provided based on clustering has been used to segment and target users, and based on decision trees used to estimate service quality, and random forests have been used to predict service quality gap. The results of service with the decision tree showed that among the five indicators of service quality gap, guarantee, empathy and responsiveness indicators have more importance and among the five performance indicators, responsiveness time indicators, responsiveness ratio and problem-solving time have more importance. Knowledge and improving the quality of services extracted in this model can be implemented in various service organisations with different indicators.

Suggested Citation

  • Behnam Khamoushpour & Abbas Sheikh Aboumasoudi & Arash Shahin & Shakiba Khademolqorani, 2024. "Measuring and predicting the service quality of information systems and technology: an integrated approach of decision tree and random forest," International Journal of Business Performance Management, Inderscience Enterprises Ltd, vol. 25(5), pages 720-739.
    • Handle: RePEc:ids:ijbpma:v:25:y:2024:i:5:p:720-739
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=140759
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijbpma:v:25:y:2024:i:5:p:720-739. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=3 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.