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Management of perceptions of information technology service quality |
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| Authors: | Luís Kalb Roses Norberto Hoppen Jorge Luiz Henrique |
| Institution: | a Federal University of Rio Grande do Sul, Post-Graduation Program in Management, Department of Information Systems, Rua Washington Luiz no. 855, 90010-460 Porto Alegre, Brazil b Pierre Mendès-France University, Management Science Doctoral School, 150 Rue de la Chimie, 38040 Grenoble, France c Federal University of Rio Grande do Sul, Post-Graduation Program in Management, Department of Marketing, Rua Washington Luiz no. 855, 90010-460 Porto Alegre, Brazil |
| 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. |
| Keywords: | Service quality Information technology SERVQUAL model |
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