Measuring the performance of IT services: An assessment of SERVQUAL |
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| Institution: | 1. Faculty of Business and Finance, Universiti Tunku Abdul Rahman, Jalan Universiti, Bandar Barat, 31900 Kampar, Perak, Malaysia;2. Faculty of Business and Accountancy, University of Malaya, 50603 Lembah Pantai, Kuala Lumpur, Malaysia;3. Faculty of Business & Information Science, UCSI University, No. 1, Jalan Menara Gading, UCSI Heights (Taman Connaught), Cheras, 56000 Kuala Lumpur, Malaysia;1. School of Management, Harbin Institute of Technology, China;2. College of Business, University of Alabama in Huntsville, United States;3. Business School, Southern University of Science and Technology, China;1. Department of Industrial Engineering, Nisantasi University, 34398, ?stanbul, Turkey;2. Department of Industrial Engineering, ?stanbul Arel University, 34537, ?stanbul, Turkey;3. Department of Industrial Engineering, Karadeniz Technical University 61080, Trabzon, Turkey;4. Department of Industrial Engineering, Yildiz Technical University, 34349, ?stanbul, Turkey;1. ?stanbul Medipol University, Turkey;2. Universidad de Jaén, Spain;1. Karadeniz Technical University, Department of Advertising & Public Relations, KTU, Iletisim Fakultesi, Sogutlu, 61335 Trabzon, Turkey;2. Auburn University, Department of Aviation & Supply Chain Management, Raymond J. Harbert College of Business, Auburn, AL 36849-5266, USA;1. Dr. B. R. Ambedkar Institute of Management & Technology, Baghlingampally, Hyderabad-500044, India;2. Graduate School of Business, (Formerly, faculty member, University of Washington), PLAZA Universitaria, 55thth floor, University of Puerto Rico, San Juan, PR, P.O.Box 23332, 00931, USA |
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| Abstract: | As many organisations search for ways to compete more effectively in today's ever-growing markets, information technology (IT) has become quite critical in organisational control due to the enormous size of its expenditure. As a result, managers have faced growing pressure to measure the performance of IT departments. However, the applicability of traditional performance measures in an IT setting is at best questionable and, thus, there is an urgent need for alternative measurement systems. One such measure is service quality as perceived by customers of IT service. This study develops a conceptual “gaps model” of IT service quality, which identifies seven gaps between customers and suppliers of IT service. Furthermore, the study examines the applicability of SERVQUAL, perhaps the most popular standardised survey instrument designed to measure service quality, as the measure of IT service quality. |
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