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


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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    • "SERVQUAL evaluates service quality using a questionnaire containing 22 items divided into five dimensions of tangibles, reliability, responsiveness, assurance, and empathy. These elements evaluate both the expectations for agreed services and the perceptions of services previously provided between the clients and suppliers (Roses et al. 2009). "
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    ABSTRACT: The research project was undertaken to investigate the effective usage of Information Systems (IS) and Information Technology (IT) in the Department of Economic Development, Environment, Conservation and Tourism (DEDECT), taking into consideration other factors impacting on service delivery in the Department and their challenges. The survey was confined in the DEDECT Provincial office and at middle management respondents with access to IS equipment and tools. A sample of 25 respondents was selected. The collected data was presented in frequency tables and graphs. The main findings of the study reveal that there is a strong correlation between service delivery and the IS infrastructure in the department and encompassing other factors which may include perceptions of clients, support systems to IS and the capabilities of the IS operators. It is therefore imperative that the various arms of government start working smartly and effectively by using IS and IT to increase productivity. At the end of this article, several general strategies are put forward as possible solutions to achieve this goal.
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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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    ABSTRACT: This study explores whether consulting service clients' degree of satisfaction can explain differences in consulting service fees to the same clients. By monitoring factors having a relationship with consulting fees as well as consulting service quality attributes, this study notes that client satisfaction with consulting team positively and strongly affects consulting fees. A dimension of consulting client satisfaction, which is not a consulting service quality attribute, is the factor that better explains consulting service pricing. This satisfaction dimension may allow consultants to charge higher fees through higher leverage while setting prices during contracting process. Clients' satisfaction with consulting firms appears to be unimportant in the consulting service market. Results emphasize that individuals' participation in consulting processes is essential for consulting firms to be able to single out their consulting services.
    Journal of Business Research 02/2015; 68(7). DOI:10.1016/j.jbusres.2015.01.033 · 1.48 Impact Factor
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    • "The earlier study of IT projects was assessed the patterns of organizations' infrastructure decisions related to particular continuous improvement (CI) programs (Molina et al., 2007). Roses et al. (2009) evaluated the perception gaps of service quality between IT and its clients. They stated that quality of information system must take into account both for the technical dimensions, and for the functional dimension. "
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    ABSTRACT: Purpose ‐ IT projects carry high risk of failure due to the existence of great obstacles during the planning, application and development phase. The projects' risks are multi-dimensional, and they must be assessed by multi-attribute decision-making methods. The purpose of this article is to provide analytic tools to evaluate the learning organization's IT project risks under incomplete and vague information. It was also aimed to place the risk in a proper category and predict the level of it in advance to develop strategies to counteract the high-risk factors. Design/methodology/approach ‐ In this study, three mutual approaches were used to analyze the organizations IT applications. These are enterprise analysis for determination of information requirements of organization, payback method for IT project financial analysis and risk assessment using fuzzy sets and systems. The developed fuzzy model is an expert system which can predict the category of risk for IT projects in learning organizations. Findings ‐ This study revealed that the greatest obstacles to IT project success were the lack of organizational learning, resistance to change, etc. User involvement limitation was found to be also one of the common reasons of IT project failure. The information sharing policy was determined to increase productivity of employees in offices and to decide the creators and the users of knowledge. Learning is a continuous process for organizational transformation. Individual and organizational learning were searched to minimize the level of risks factors and learning culture. IT project risks were categorized properly using fuzzy sets and systems to reduce or even eliminate high risks. Originality/value ‐ The paper is original and gives the first such work for industry.
    International Journal of Organizational Analysis 05/2014; 22(2). DOI:10.1108/IJOA-10-2010-0456
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