Management of perceptions of information technology service quality

Detalhes bibliográficos
Autor(a) principal: Roses, Luís Kalb
Data de Publicação: 2009
Outros Autores: Hoppen, Norberto, Henrique, Jorge Luiz
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Institucional da UCB
Texto Completo: http://hdl.handle.net/123456789/92
https://repositorio.ucb.br:9443/jspui/handle/123456789/7335
Resumo: 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.
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spelling Roses, Luís KalbHoppen, NorbertoHenrique, Jorge Luiz2016-10-10T03:51:08Z2016-10-10T03:51:08Z2009-09ROSES, L. K. at all. Management of Perceptions of Information Technology Service Quality. Journal of Business Research, v. 62, p. 876-882, 2009.http://hdl.handle.net/123456789/92https://repositorio.ucb.br:9443/jspui/handle/123456789/7335The 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.Made available in DSpace on 2016-10-10T03:51:08Z (GMT). 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dc.title.pt_BR.fl_str_mv Management of perceptions of information technology service quality
title Management of perceptions of information technology service quality
spellingShingle Management of perceptions of information technology service quality
Roses, Luís Kalb
Service quality
Information technology
SERVQUAL model
title_short Management of perceptions of information technology service quality
title_full Management of perceptions of information technology service quality
title_fullStr Management of perceptions of information technology service quality
title_full_unstemmed Management of perceptions of information technology service quality
title_sort Management of perceptions of information technology service quality
author Roses, Luís Kalb
author_facet Roses, Luís Kalb
Hoppen, Norberto
Henrique, Jorge Luiz
author_role author
author2 Hoppen, Norberto
Henrique, Jorge Luiz
author2_role author
author
dc.contributor.author.fl_str_mv Roses, Luís Kalb
Hoppen, Norberto
Henrique, Jorge Luiz
dc.subject.por.fl_str_mv Service quality
Information technology
SERVQUAL model
topic Service quality
Information technology
SERVQUAL model
dc.description.abstract.por.fl_txt_mv 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.
dc.description.version.pt_BR.fl_txt_mv Sim
dc.description.status.pt_BR.fl_txt_mv Publicado
description 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.
publishDate 2009
dc.date.issued.fl_str_mv 2009-09
dc.date.accessioned.fl_str_mv 2016-10-10T03:51:08Z
dc.date.available.fl_str_mv 2016-10-10T03:51:08Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
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dc.identifier.citation.fl_str_mv ROSES, L. K. at all. Management of Perceptions of Information Technology Service Quality. Journal of Business Research, v. 62, p. 876-882, 2009.
dc.identifier.uri.fl_str_mv http://hdl.handle.net/123456789/92
https://repositorio.ucb.br:9443/jspui/handle/123456789/7335
identifier_str_mv ROSES, L. K. at all. Management of Perceptions of Information Technology Service Quality. Journal of Business Research, v. 62, p. 876-882, 2009.
url http://hdl.handle.net/123456789/92
https://repositorio.ucb.br:9443/jspui/handle/123456789/7335
dc.language.iso.fl_str_mv eng
language eng
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