Management of perceptions of information technology service quality

Journal of Business Research (Impact Factor: 1.48). 09/2009; 62(9):876-882. DOI: 10.1016/j.jbusres.2008.10.005
Source: RePEc

ABSTRACT The present study evaluates the perception gaps of service quality between information technology (IT) service providers and their clients. IT services require high investments, which make analyzing its effectiveness increasingly important. To do this analysis, this study uses the instrument SERVPERF of the SERVQUAL model. The research took place in a large Brazilian retail bank, which identified gaps in perceptions between IT service providers and its clients. The findings suggest opportunities for improvement in the quality of IT services from a strategic alignment perspective, particularly in the following dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The study also indicates some enhancements for the SERVQUAL model.

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Available from: Norberto Hoppen, Nov 24, 2014
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    • "Roses, Hoppen, and Henrique (2009) identify gaps in the perception of consulting service quality between service providers and customers. Roses et al. (2009) also suggest opportunities to improve the quality in some dimensions from a strategic alignment perspective. 2.2. "
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    • "Unfortunately, these traditional measures were found to have some serious shortcomings when used to measure the service performance of IT departments (WATSON et al., 1993; KANG & BRADLEY, 2002). On the other hand, an effective service analysis of the services produced by IT division for other organizational divisions, or IT client divisions, should take into consideration how these clients perceive IT services (ROSES et al., 2009). The concept of service quality as a measure of performance originated from the field of marketing, which proposes that there is a need for organizations to understand and measure customer expectation (KANG & BRADLEY, 2002). "
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    XIX International Conference on Industrial Engineering and Operations Management, ICIEOM 2013, Valladolid, Spain; 07/2013
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