English, Article edition: Management of perceptions of information technology service quality Roses, Luís Kalb; Hoppen, Norberto; Henrique, Jorge Luiz

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Physical Description
  • article
Language
  • English

Edition details

Title
  • Management of perceptions of information technology service quality
Author
  • Roses, Luís Kalb
  • Hoppen, Norberto
  • Henrique, Jorge Luiz
Physical Description
  • article
Notes
  • 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.
  • Service quality Information technology SERVQUAL model
  • RePEc:eee:jbrese:v:62:y:2009:i:9:p:876-882
Language
  • English
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