Public organizations have invested heavily in information technology (IT) and have created internal specialized IT services departments which must be managed from the perspective of the provision of services. The people involved in these organizations can be grouped by demographic characteristics such as gender, age and level of formal education. Thus, the study has two objectives. The first is to test, in the context of the public sector, the validity of the ISS-QUAL, a new scale developed to measure the IT service quality provided by internal IT departments. The second objective is to analyze the role of the variables of gender, age and the level of education of public servants on the perception of IT service quality provided by internal departments. For this purpose, we used structural equation modeling to perform a confirmatory factorial analysis with a sample of 879 IT users, as well as to identify the role of gender, age and level of users’ formal education on perceived service quality. The results confirm the validity and the high explanatory power of the ISS-QUAL within the scope of public organizations, and indicate that the demographic characteristics of public servants differentially affect service quality factors. The study presents the implications of the results for researchers in the field and for managers of internal IT departments in the public sector.

中文翻译：

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验证ISS-QUAL以及性别，年龄和教育对公共部门服务质量的作用

公共组织在信息技术（IT）上进行了大量投资，并建立了内部专门的IT服务部门，这些部门必须从提供服务的角度进行管理。这些组织中涉及的人员可以按性别，年龄和正规教育水平等人口特征进行分组。因此，该研究有两个目标。首先是在公共部门的背景下测试ISS-QUAL的有效性，这是一种新的量表，用于衡量内部IT部门提供的IT服务质量。第二个目标是分析性别，年龄和公务员受教育程度等变量对内部部门提供的IT服务质量的感知的作用。以此目的，我们使用结构方程模型对879名IT用户进行了验证性因子分析，并确定了性别，年龄和用户对感知服务质量的正规教育水平的作用。结果证实了ISS-QUAL在公共组织范围内的有效性和较高的解释力，并表明公务员的人口特征对服务质量因素有不同的影响。该研究提出了该结果对本领域的研究人员以及公共部门内部IT部门经理的影响。结果证实了ISS-QUAL在公共组织范围内的有效性和较高的解释力，并表明公务员的人口特征对服务质量因素有不同的影响。该研究提出了该结果对本领域的研究人员以及公共部门内部IT部门的经理的意义。结果证实了ISS-QUAL在公共组织范围内的有效性和较高的解释力，并表明公务员的人口特征对服务质量因素有不同的影响。该研究提出了该结果对本领域的研究人员以及公共部门内部IT部门经理的影响。