Solutions to enhance the quality of information technology services of PetroVietnam Technical Services Corporation

Abstract

For oil and gas construction companies in general and PetroVietnam Technical Services Corporation (PTSC Corporation) in particular, the management information system plays an extremely important role. There is no research on the quality of information technology services at PTSC Corporation. This study is to assess the current quality of information technology services of PTSC Corporation. Based on the study’s findings, some solutions are proposed to improve the quality of PTSC Corporation’s information technology services in the coming time.
Keywords
service quality information technology service PTSC Corporation

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