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Management of perceptions of information technology service quality

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  • Roses, Luís Kalb
  • Hoppen, Norberto
  • Henrique, Jorge Luiz

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.

Suggested Citation

  • Roses, Luís Kalb & Hoppen, Norberto & Henrique, Jorge Luiz, 2009. "Management of perceptions of information technology service quality," Journal of Business Research, Elsevier, vol. 62(9), pages 876-882, September.
    • Handle: RePEc:eee:jbrese:v:62:y:2009:i:9:p:876-882
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    References listed on IDEAS

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    1. Babakus, Emin & Boller, Gregory W., 1992. "An empirical assessment of the SERVQUAL scale," Journal of Business Research, Elsevier, vol. 24(3), pages 253-268, May.
    2. Oliver, Richard L, 1993. "Cognitive, Affective, and Attribute BAses of the Satisfaction Response," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(3), pages 418-430, December.
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    2. Mikko Pynnönen & Jukka Hallikas & Paavo Ritala & Karri Mikkonen, 2014. "Analyzing systemic customer value in scalable business services," The Service Industries Journal, Taylor & Francis Journals, vol. 34(14), pages 1154-1166, October.
    3. Boakye, Kwabena G. & Natesan, Prathiba & Prybutok, Victor R., 2020. "A correlated uniqueness model of service quality measurement among users of cloud-based service platforms," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
    4. Lassala, Carlos & Carmona, Pedro & Momparler, Alexandre, 2016. "Alternative paths to high consulting fees: A fuzzy-set analysis," Journal of Business Research, Elsevier, vol. 69(4), pages 1367-1371.
    5. Yao-Chen Kuo & Youngki Huh & Bon-Gang Hwang, 2022. "A Comparative analysis of residents’ satisfaction with apartment building management and maintenance services in South Korea and Taiwan," Quality & Quantity: International Journal of Methodology, Springer, vol. 56(2), pages 395-412, April.

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