Pathology model of the service desk to improve the student information service system in the country's public universities,

Document Type : Original Article

Authors

1 PhD student, Department of Information Science and knowledge, North Tehran Branch, Islamic Azad University,Tehran, Iran.

2 Assistant Professor, Department of Information Science and Knowledge, Ruodehen Branch , Islamic Azad university, Tehran, Iran.

3 Associate professor, Department of Information Science and knowledge, ,North Tehran Branch, Islamic Azad University, Tehran, Iran.

4 Associate Professor and Member of the Academic Staff of the Department of Information Science and Epistemology, Payame Noor University, Tehran, Iran

Abstract

Purpose: This article aims to present a model of service desk pathology to improve the student information service system in the country's public universities.
Method: This study is applied-developmental in purpose, cross-sectional in data collection, and employs a mixed exploratory research design (qualitative and quantitative). The qualitative phase involved experienced managers from public universities in Tehran. Participants were selected through theoretical sampling, achieving theoretical saturation after 10 interviews. The quantitative phase targeted students from public universities in Tehran, with a sample size of 384 determined using Cochran’s formula. Participants were selected via simple random sampling. Data were collected through semi-structured interviews and a researcher-developed questionnaire. The dimensions of service desk pathology were identified using grounded theory based on the Strauss and Corbin approach, analyzed with MAXQDA 20 software. The final model was validated using the partial least squares method in SmartPLS 3 software.
Findings: The qualitative findings and the paradigmatic model of the research demonstrated a relationship between the components of information and communication technology use, service desk structure, and culture building within the service desk. Additionally, there is a relationship between the components of the service desk and human resource empowerment strategies. In this context, technological educational infrastructures provide the necessary foundation, while service desk pathology plays an intervening role. Ultimately, human resource empowerment strategies contribute to the improvement of the student information service system. Furthermore, the quantitative findings indicated that the GOF index is 0.659, exceeding the threshold of 0.36. The RMS_theta index was 0.096, which is less than 0.12. The SRMR index was calculated at 0.049, which is less than 0.08, indicating a favorable model fit.
Conclusion: To improve the student information service system, empowering human resources is a crucial and effective strategy.

Keywords

References

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Sciences and Techniques of Information Management
Volume 11, Issue 2
July 2025
Pages 197-226

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