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Original research INFORMATION TECHNOLOGY CAPABILITIES AND SERVICE QUALITY IMPROVEMENT IN HIGHER EDUCATION INSTITUTIONS: EVIDENCE FROM AN IRAQI TECHNICAL INSTITUTEPages 361-372
Abstract
The study reveals the relationship between information technology and service quality. The study problem was embodied due to the students' unwillingness to join The Technical Institute / Shatrah – Iraq.To achieve the main objective of the study, a conceptual framework was first developed to address the problems associated with the design process in the context of improving service quality. This was followed by an exploratory study conducted at the Technical Institute/ Shatrah, aiming to analyze the extent of information technology adoption and its impact on service quality. The study employed a quantitative approach, using a questionnaire as the primary data collection tool distributed to faculty members. The results were analyzed to determine the level of technological adoption and its relationship with the studied quality dimensions. The study found a positive impact of information technology on service quality. However, the institution suffers from weak IT infrastructure, lack of development programs, and limited awareness of IT’s role. Service quality is also low due to poor facilities, such as outdated laboratories and an underdeveloped library. Competition from private institutes offering medical programs further reduces the institution’s appeal. Weaknesses were noted across all service quality dimensions—technical, functional, and image—resulting in a negative perception among students. The study recommends improving service quality by addressing student needs, aligning programs with market demands, upgrading facilities, and implementing a strong IT system. This study uniquely highlights the combined impact of IT infrastructure and service quality on student satisfaction. It emphasizes the need for integrated improvements in technology, facilities, and program alignment to enhance the institution’s competitiveness and appeal.
Keywords:
IT, Service Quality, Functional Quality, Technical Quality, Image.
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Hydar Sayah, 
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