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Proceedings of the 9 Symposium on Applied Science, Business & Industrial Research – 2017
ISSN 2279-1558, ISBN 978-955-7442-09-9

A Study on Factors Affecting the Quality Status of Employees in an IT
Company

Dayarathne HACG, Ekanayake EMP, Appuhamy PADAN
Department of Mathematical Sciences, Wayamba University of Sri Lanka
hacgimhan@gmail.com
ABSTRACT

The ability to provide high quality service will strengthen the image of an
organization, enhance retention of customers and attract new customers through customer
satisfaction. As far as service firms are concerned, the quality plays a significant role in
shaping the service experience and delivering customer value and satisfaction. The main
objective of the study is to determine the factors that affect the quality status of employees
who produce Information Technology (IT) products offered by Orange IT which is one of
the 4 verticals of the OREL Corporation that caters to the IT sector. The research was
carried out through a questionnaire survey among 160 employees of Orange IT. Employee
quality was ranked according to three criteria as A, B and C by the organization.
Employees who were ranked under the categories B and C were used for the analysis
because of the frequent product returns occurred due to the quality issues in these
categories. Graphical analysis was used to summarize personal information of the
employees. The Chi-square test was used to identify significant relationship between
dependent variable and independent variables of the study. Since the dependent variable
was quality status of employee (Category C or Not) the Binary Logistic regression method
was used to identify the factors that affect it. The study revealed that employees in age
category of 20-25 make more defects than other categories due to lack of experience and
knowledge. However, project manager’s help, business analyst’s support, manageable
targets, project changing and handy time for a project lead to enhance quality status of
employees.

KEYWORDS: Employee, Information technology sector, Quality status

1 INTRODUCTION markets. The ability to provide high quality
products will increase the customer
Information Technology (IT) sector is a satisfaction and loyalty. As far as service
constantly changing and evolving industry
where success is measured through firms are concerned, the quality plays a
disruptive innovation and futuristic vision. significant role in shaping the service
experience and delivering customer value
Orange Information Technology is one and satisfaction.The product quality is a
of the 4 verticals of the OREL Corporation crucial factor which decides the future of the
that caters to the IT sector. Providing a Organization and therefore, more research
range of IT solutions under one umbrella, on product quality and customer satisfaction
Orange IT possesses the distinct capability were needed (Setó-Pamies, 2012). At
of creating synergy in the form of an present Orange IT has quality checkers to
integrated IT solution. In today’s world, assure the quality of the products. But the
customer satisfaction is the key to run a quality is checked at the final stage of the
successful business (Krivobokova, 2009). production process. As they observed
Also delivering superior products to quality of the product at the final stage they
customers in today’s business environment found many defects in final products. This
is conclusive and important due to the tough leads to customer dissatisfaction, reduce
competition in the local and international demand and unable to achieve expected

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