Management of perceptions of information technology service quality

Luis Kalb Roses; Norberto Hoppen; Jorge Luiz Henrique

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Management of perceptions of information technology service quality

机译：管理信息技术服务质量的观念

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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.

机译：本研究评估了信息技术（IT）服务提供商及其客户之间服务质量的感知差距。 IT服务需要大量投资，这使得分析其有效性变得越来越重要。为了进行此分析，本研究使用了SERVQUAL模型的仪器SERVPERF。这项研究是在一家大型巴西零售银行中进行的，该银行发现了IT服务提供商与其客户之间在观念上的差距。研究结果从战略一致性的角度提出了改善IT服务质量的机会，特别是在以下方面：有形，可靠性，响应能力，保证和同理心。该研究还表明了SERVQUAL模型的一些增强。

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来源
《Journal of Business Research》 |2009年第9期|876-882|共7页
作者
Luis Kalb Roses; Norberto Hoppen; Jorge Luiz Henrique;
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作者单位

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 Pierre Mendes-France University, Management Science Doctoral School, 150 Rue de la Chimie, 38040 Grenoble, France;

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;

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;

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正文语种 eng
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关键词
service quality; information technology; SERVQUAL model;

机译：服务质量;信息技术;SERVQUAL模型;

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Management of perceptions of information technology service quality

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