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.
    Full-text · Article · Oct 2015
    • "There has been a shy attempt in the ICT sector to define an assessment standard for the quality of service based on SERVQUAL. Some of these studies in ICT sectors refer to: information technology [22] [23], mobile services [24], retail banking [25] and telephone users [26], among others. However, there was limited and partial assessment in all of them, and therefore it was not possible to use them for assessing perceived quality of ICTs in a given country. "
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    ABSTRACT: The Information and Communication Technologies (ICTs) play an important role in the economic development, making it necessary to assess the quality of service perceived by consumers in this sector. The most effective quality assessment from the consumer perspective is still to be researched, yet the most common approach is oriented towards quantitative indicators. This study proposes to use a two-dimensional model that combines the widely accepted segmentation of ICTs with elements from the SERVQUAL quality model. This model, useful in multi-criteria decision-making situations, has been developed using the 2-tuple linguistic representation and fuzzy logic principles. This methodology prevents data loss during processing and provides relevant information through 16 indicators related to the quality of service. Besides, an expert-based mechanism is defined for the use of historical information extracted from completed surveys. As a practical case, this mechanism is applied to the historical information of a telecommunications company for assessing the quality of the service provided to its customers.
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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.
    Full-text · Article · Feb 2015 · Journal of Business Research
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