IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v62y2009i9p876-882.html
   My bibliography  Save this article

Management of perceptions of information technology service quality

Author

Listed:
  • 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
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148-2963(08)00227-0
    Download Restriction: Full text for ScienceDirect subscribers only
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    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.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Momparler, Alexandre & Carmona, Pedro & Lassala, Carlos, 2015. "Quality of consulting services and consulting fees," Journal of Business Research, Elsevier, vol. 68(7), pages 1458-1462.
    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.
    6. Samuel Mintah & Emmanuel Dorsah & Dr. Valentina Arkorful & Professor Rudzani Israel Lumadi, 2024. "Mixed Method Study of Stakeholders’ Perspectives toward the Newly Introduced Students’ Information System at the Senior High School Level," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 8(6), pages 2235-2253, June.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Qin, Hong & Prybutok, Victor R., 2013. "A quantitative model for patient behavioral decisions in the urgent care industry," Socio-Economic Planning Sciences, Elsevier, vol. 47(1), pages 50-64.
    2. Gür, Oya Altinsoy, 2019. "Targeted and perceived service quality," MPRA Paper 98034, University Library of Munich, Germany.
    3. Bienstock, Carol C. & Royne, Marla B. & Sherrell, Dan & Stafford, Thomas F., 2008. "An expanded model of logistics service quality: Incorporating logistics information technology," International Journal of Production Economics, Elsevier, vol. 113(1), pages 205-222, May.
    4. Oya Altinsoy Gür, 2020. "Targeted and perceived service quality," Post-Print hal-02458432, HAL.
    5. Moriuchi, Emi & Takahashi, Ikuo, 2022. "The role of perceived value, trust and engagement in the C2C online secondary marketplace," Journal of Business Research, Elsevier, vol. 148(C), pages 76-88.
    6. Un-Kon Lee, 2021. "The Effect of Confirmation of Nation Brand Image in International Tourism Advertisement on Travel Intention of Foreign Tourists: The Case of Korean ITA for Chinese Tourists," SAGE Open, , vol. 11(1), pages 21582440209, January.
    7. Athanassopoulos, Antreas D., 2000. "Customer Satisfaction Cues To Support Market Segmentation and Explain Switching Behavior," Journal of Business Research, Elsevier, vol. 47(3), pages 191-207, March.
    8. Alessia Acampora & Michele Preziosi & Maria Claudia Lucchetti & Roberto Merli, 2022. "The Role of Hotel Environmental Communication and Guests’ Environmental Concern in Determining Guests’ Behavioral Intentions," Sustainability, MDPI, vol. 14(18), pages 1-23, September.
    9. Muhammad Awan & Khalid Mahmood, 2013. "Development of a service quality model for academic libraries," Quality & Quantity: International Journal of Methodology, Springer, vol. 47(2), pages 1093-1103, February.
    10. Sang-June Park & Youjae Yi, 2016. "Performance-only measures vs. performance-expectation measures of service quality," The Service Industries Journal, Taylor & Francis Journals, vol. 36(15-16), pages 741-756, December.
    11. Michele Preziosi & Alessia Acampora & Maria Claudia Lucchetti & Roberto Merli, 2022. "Delighting Hotel Guests with Sustainability: Revamping Importance-Performance Analysis in the Light of the Three-Factor Theory of Customer Satisfaction," Sustainability, MDPI, vol. 14(6), pages 1-20, March.
    12. G. Tomas M. Hult & Forrest V. Morgeson III & Udit Sharma & Claes Fornell, 2022. "Customer satisfaction and international business: A multidisciplinary review and avenues for research," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 53(8), pages 1695-1733, October.
    13. Babin, Barry J. & Griffin, Mitch, 1998. "The nature of satisfaction: An updated examination and analysis," Journal of Business Research, Elsevier, vol. 41(2), pages 127-136, February.
    14. Chandra Mahapatra, Subas & Bellamkonda, Raja Shekhar, 2023. "Higher expectations of passengers do really sense: Development and validation a multiple scale-FliQual for air transport service quality," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    15. William Jen & Kai-Chieh Hu, 2003. "Application of perceived value model to identify factors affecting passengers' repurchase intentions on city bus: A case of the Taipei metropolitan area," Transportation, Springer, vol. 30(3), pages 307-327, August.
    16. Wenyan Zhou & Oliver Hinz & Alexander Benlian, 2018. "The impact of the package opening process on product returns," Business Research, Springer;German Academic Association for Business Research, vol. 11(2), pages 279-308, September.
    17. LEMOINE, Jean-François & PLICHON, Véronique, 2000. "Le rôle des facteurs situationnels dans l'explication des réactions affectives du consommateur à l'intérieur d'un point de vente. / The Role of Situational Factors in the Understanding of Consumer Aff," LEG - CERMAB / Centre de Recherche en Marketing de Bourgogne - Cahier de recherche 2000-04, LEG - CERMAB, CNRS UMR 5118, Université de Bourgogne.
    18. Houston, Lawrence & Grandey, Alicia A. & Sawyer, Katina, 2018. "Who cares if “service with a smile” is authentic? An expectancy-based model of customer race and differential service reactions," Organizational Behavior and Human Decision Processes, Elsevier, vol. 144(C), pages 85-96.
    19. Andrews A. Yalley & Gloria K. Q. Agyapong, 2017. "Measuring service quality in Ghana: a crossvergence cultural perspective," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 22(2), pages 43-53, June.
    20. Vasiliki V Daskalaki & Maria C Voutsa & Christina Boutsouki & Leonidas Hatzithomas, 2020. "Service quality, visitor satisfaction and future behavior in the museum sector," Post-Print hal-02440954, HAL.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:62:y:2009:i:9:p:876-882. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.