Towards an efficient IS service management: the internal customers' zone of tolerance

Hugo Ribeiro and Belem Barbosa

International Journal of Services and Operations Management, 2017, vol. 28, issue 2, 141-162

Abstract: This article addresses the zone of tolerance (ZOT) as a diagnosis tool for managing the quality of information systems' (IS) service delivered to internal customers. It aims to contribute to a better understanding of internal customers' ZOT by considering the frequency of use and skills in IS as explanatory factors. A survey was administered to the internal users of one company's IS department. 276 valid questionnaires were obtained, representing a response rate of 70%. The results show that internal customers have narrow zone of tolerance, which differ according to the users' IS skills and how frequently they use the IS support service; occasional users and skilled users are the least susceptible to heterogeneity in the service delivery. This approach enables IS management to focus on users' expectations, making service delivery more efficient by allocating the resources where they are most needed.

Keywords: service quality; information systems' management; zone of tolerance; ZOT; measure of service adequacy; MSA; measure of service superiority; MSS; users' satisfaction. (search for similar items in EconPapers)
Date: 2017
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.inderscience.com/link.php?id=86301 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijsoma:v:28:y:2017:i:2:p:141-162

Access Statistics for this article

More articles in International Journal of Services and Operations Management from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().