CHAPTER 1:

INTRODUCTION

Background of the Study

The rapid advancement of technology has led to an increased demand for computer
system servicing, which is essential for maintaining and repairing computer systems
(Kritzinger & von Solms, 2010). However, computer system servicing is often hindered
by resource limitations, such as inadequate funding, insufficient technical expertise, and
limited access to resources (Baskerville & Pries-Heje, 2001). This study aims to address
the practical issues in overcoming resource limitations in computer system servicing,
which is significant because it can impact the quality of service, customer satisfaction,
and ultimately, the success of businesses and organizations (Kotler & Keller, 2006).

Previous studies have investigated the challenges of computer system servicing,

including resource limitations (Baskerville & Pries-Heje, 2001; Kritzinger & von Solms,
2010). For instance, a study by Kritzinger and von Solms (2010) found that resource
limitations can impact the quality of computer system servicing, leading to decreased
customer satisfaction. However, these studies did not provide practical solutions for
overcoming resource limitations. Therefore, there is a need for a study that addresses
the practical issues in overcoming resource limitations in computer system servicing.

A review of the literature reveals that there are different perspectives on how to
overcome resource limitations in computer system servicing. Some studies suggest that
investing in new technologies and training staff can help overcome resource limitations
(Baskerville & Pries-Heje, 2001). Other studies propose that outsourcing computer
system servicing to third-party providers can help alleviate resource limitations (Kotler &
Keller, 2006). However, these studies did not provide a comprehensive framework for
addressing practical issues in overcoming resource limitations.
Globally, computer system servicing is a critical component of the IT industry, with many
organizations relying on it to maintain their computer systems (Kritzinger & von Solms,
2010). In the United States, for example, the computer system servicing industry is
projected to grow significantly in the next few years (Bureau of Labor Statistics, 2020).
Similarly, in the Philippines, the IT-BPO industry, which includes computer system
servicing, is a significant contributor to the country’s economy (IBPAP, 2020).

In the Philippines, several studies have investigated the challenges of computer system
servicing, including resource limitations (Cruz & Reyes, 2017). For instance, a study by
Cruz and Reyes (2017) found that many computer system servicing providers in the
Philippines face resource limitations, including inadequate funding and insufficient
technical expertise.

Locally, in the Philippines, there is a need for practical solutions to overcome resource
limitations in computer system servicing. Many small and medium-sized enterprises
(SMEs) in the Philippines rely on computer system servicing to maintain their computer
systems, but they often face resource limitations (DTI, 2020).

Based on the literature review, it is clear that there is a need for a study that addresses
the practical issues in overcoming resource limitations in computer system servicing.
The research problem is that many computer system servicing providers face resource
limitations, which can impact the quality of service and customer satisfaction. The
research gap is that there is a lack of practical solutions for overcoming resource
limitations in computer system servicing.

This study aims to address the research problem by providing practical solutions for
overcoming resource limitations in computer system servicing. The objectives of this
study are to identify the resource limitations faced by computer system servicing
providers, to determine the impact of resource limitations on the quality of service and
customer satisfaction, and to provide practical solutions for overcoming resource
limitations. In conclusion, this study will contribute to the existing body of knowledge on
computer system servicing by providing practical solutions for overcoming resource
limitations. The findings of this study will be useful for computer system servicing
providers, policymakers, and researchers who are interested in improving the quality of
computer system servicing.
Theoretical Framework

According to Barney (2015), the Resource-Based View (RBV) theory posits that firms
can achieve sustained competitive advantage by leveraging their internal resources and
capabilities. In the context of computer system servicing, this theory suggests that
service providers can overcome resource limitations by identifying, developing, and
deploying their internal resources and capabilities (Barney, 2015).

The RBV theory consists of four key components: value, rarity, imitability, and
organization (VRIO). These components can be applied to the context of computer
system servicing as follows:

1. Value: Computer system servicing providers must identify and develop resources
and capabilities that are valuable to their customers, such as technical expertise,
prompt service, and reliable solutions (Barney, 2015).

2. Rarity: Service providers must develop resources and capabilities that are rare or
unique, such as specialized technical skills or proprietary software tools (Barney,
2015).

3. Imitability: Service providers must develop resources and capabilities that are
difficult for competitors to imitate, such as strong relationships with customers or
suppliers (Barney, 2015).

4. Organization: Service providers must organize their resources and capabilities in

a way that enables them to effectively deliver value to customers, such as
through efficient service delivery processes or effective communication channels
(Barney, 2015).
By applying the RBV theory and its VRIO components, computer system servicing
providers can identify and address practical issues related to overcoming resource
limitations, ultimately achieving sustained competitive advantage.
Statement of the Problem

Despite the importance of effective CSS, resource limitations can hinder the delivery of
these services, leading to decreased system performance, efficiency, and customer
satisfaction. This study aims to address the following research questions:

1. What are the practical issues in overcoming resource limitations in CSS?

2. What strategies can be employed to address these challenges?

3. How can organizations ensure effective CSS despite resource limitations?

Significance of the Study

This study holds significant value for various stakeholders, including administrators,
students, teachers, readers, and future researchers. The findings of this study can
inform administrators about the benefits of investing in ICT skills enhancement, enabling
them to make informed decisions about resource allocation.

Teachers can also benefit from this study by gaining insights into the impact of ICT skills
enhancement on student learning outcomes, which can inform their instructional
strategies. Furthermore, this study can serve as a primer for readers who are new to the
concept of ICT, providing them with a foundational understanding of its importance. For
students, this study offers practical guidance on how to enhance their ICT skills, which
can improve their academic performance and career prospects.
Finally, this study can provide a foundation for future researchers to build upon, guiding
the development of subsequent studies that explore the complex relationships between
ICT skills, learning outcomes, and educational effectiveness.

Definition of Terms

1. Computer System Servicing: The process of maintaining, repairing, and

upgrading computer systems to ensure they function optimally.

2. Resource Limitations: Constraints or restrictions on the availability of resources,

such as funding, personnel, equipment, or technology, that can impact the
delivery of computer system servicing.

3. Information and Communication Technology (ICT): The integration of computer

systems, software, and telecommunications to manage, process, and
disseminate information.

4. Computer System: A set of interconnected devices, software, and peripherals

that process, store, and communicate information.

5. Servicing: The act of maintaining, repairing, or upgrading computer systems to

ensure they function optimally.

6. Resource-Based View (RBV): A theoretical framework that posits that firms can
achieve sustained competitive advantage by leveraging their internal resources
and capabilities.

7. Value, Rarity, Imitability, and Organization (VRIO): A framework used to analyze

the competitive advantage of a firm’s resources and capabilities.
CHAPTER 2:
RESEARCH METHODS

Research Design

The design used in this study is qualitative research design, which aims the Addressing
Practical Issues in Overcoming Resorce Limitations in Computer System Services. The
researchers will be conducting an interview so, we will be getting the information of the
TVL-ICT students in Senior High of Zamboanga Del Sur National High School.

Research Environment

This study will be conducted within the context of Zamboanga del Sur National High
School, a public high school situated in Pagadian City, Zamboanga del Sur, Philippines.
The school’s TVL-ICT-CSS program provides a unique setting for exploring the research
questions, as it offers a diverse student population and a range of ICT-CSS learning
environments. By focusing on this specific setting, the study aims to gain a deeper
understanding of the practical issues related to overcoming resource limitations in
computer system servicing, particularly in the context of high-end computer usage and
ICT-CSS education.

Research Participants

The participants of the study will be consisted of ten (10) TVL-ICT-CSS students of
Zamboanga Del Sur National High School. The researchers have decided to select only
the said number of students from the TVL-ICT-CSS strand. The researchers believe that
these participants would be enough to provide sufficient and essential information to
answer the questions raised in this study.
Sampling Technique

A purposive sampling technique can be employed. This technique involves selecting

participants based on their expertise, experience, or characteristics that are relevant to
the research topic. In this case, the researcher can purposively select computer system
servicing professionals, IT administrators, and students enrolled in TVL-ICT-CSS
programs at Zamboanga del Sur National High School who have experienced resource
limitations in computer system servicing. This sampling technique allows the researcher
to gather rich and detailed data from participants who have firsthand experience with
the research topic, thereby providing valuable insights into addressing practical issues
in overcoming resource limitations in computer system servicing.

Research Instruments

We created and used an interview guide based on our specific research problems. It
contains the (5) major questions. We translated them correctly to the language that is
most familiar to the participants.

Data Analysis

The data for this research will be collected using questionnaires as a guide to interview.
The questions are formed by the researchers. The TVL-ICT-CSS students will be asked
with 10 questions. Which is related to the participants experiences regarding on what
computer is better. In the questionnaire, open-minded questions and dichotomous
questions will be asked to determine what computer is better to use. After interviewing
TVL-ICT-CSS students, the researchers will collect the results and will analyze the data
gathered.
Data Analysis

The TVL-ICT-CSS students will be part of this experimentation. The issue is common to
students, the perception of students on Addressing Practical Issues in Overcoming
Resorce Cimitations in Computer System Services. This study is relevant, because of
the data gathered it will help the researchers know what computer is the best and better
to use and to improve student learning.

Ethical Considerations

This study will uphold rigorous ethical standards to safeguard the rights, dignity, and
well-being of all participants. To achieve this, the researcher will adhere to the following
ethical principles:

1. Informed Consent: Participants will be fully briefed on the study’s objectives,

methods, and potential risks before providing their consent. They will also be
informed of their right to withdraw from the study without penalty.

2. Confidentiality and Anonymity: The researcher will ensure the confidentiality and
anonymity of all participants. Personal identifiable information will be removed,
and data will be stored securely to prevent unauthorized access.

3. Respect and Sensitivity: The researcher will treat participants with respect,
empathy, and sensitivity. A comfortable and non-threatening environment will be
created to facilitate open and honest responses. Sensitive topics will be handled
with care, and participants’ emotional well-being will be prioritized.

By upholding these ethical considerations, the researcher aims to maintain the trust and
integrity of the research process, while ensuring the protection and well-being of all
participants.
REFERENCES

Barney, J. B. (2015). Baskerville, R., & Pries-Heje, J. (2001). Knowledge capability and
maturity in software management. Journal of Management Information Systems, 18(2),
155-185. Resource-based theory: A critique and extension. Journal of Management,
41(1), 35-55. Doi: 10.1177/0149206314558493
Baskerville, R., & Pries-Heje, J. (2001). Knowledge capability and maturity in software
management. Journal of Management Information Systems, 18(2), 155-185.
Bureau of Labor Statistics. (2020). Computer and Information Systems Managers.
Cruz, J. P., & Reyes, R. C. (2017). Challenges faced by IT service providers in the
Philippines. International Journal of Advanced Research in Computer Science, 8(3),
342-348.
Department of Trade and Industry (DTI). (2020). MSME Development Plan 2017-2022.
Information Technology and Business Process Association of the Philippines (IBPAP).
(2020). Philippine IT-BPO Industry: 2020 Outlook.
Kotler, P., & Keller, K. L. (2006). Marketing management. Pearson Prentice Hall.
Kritzinger, E., & von Solms, R. (2010). Information security management. Journal of
Information Security, 1(1), 1-13.
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