Service Quality Management Strategies with a Smart Human Resource Governance Approach: Identification and Prioritization of Determining Dimensions (Case Study: Ilam Judiciary)
Keywords:
Service quality management strategies,, smart human resource governanceAbstract
This study aimed to identify and prioritize the determining dimensions of service quality management strategies with a smart human resource governance approach in the Ilam Judiciary. This applied study employed a descriptive–exploratory mixed-method design. The participants consisted of experts, managers, and policymakers in the human resource domain of the Ilam Judiciary, of whom 15 were selected through purposive sampling. Data were collected through document review, semi-structured interviews, the Delphi technique, Delphi panel questionnaires, and pairwise comparison questionnaires. The Delphi method was used to identify the dimensions, while the Analytic Hierarchy Process (AHP) and Expert Choice software were employed to prioritize them. The findings identified seven key dimensions: smart statistics and information, smart cost management, smart planning, smart reward and accountability systems, smart efficiency and effectiveness, smart organizational performance, and the development of specialized software and hardware infrastructures. Prioritization results revealed that the smart reward and accountability system ranked first (0.1553), followed by smart organizational performance (0.1507) and smart planning (0.1461). The consistency ratio of 0.005 confirmed the reliability and internal consistency of expert judgments. The results suggest that successful advancement of smart human resource governance within judicial organizations largely depends on implementing intelligent reward, accountability, and performance management systems. Simultaneous investment in smart planning, technological infrastructure, and data-driven governance mechanisms can significantly enhance service quality and improve managerial decision-making effectiveness.
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Copyright (c) 2025 Auob Garavand (Author); Bahman Gholami; Hamzeh Farajollahi Moghaddam , Seyed Hossein Mousavi Nadrvand (Author)
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