Management des Perceptions sur la Qualité du Service en Technologie d'Information

Luis Kalb Roses, Norberto Hoppen, Jorge Luiz Henrique and Fernanda Gastal
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Luis Kalb Roses: CERAG - Centre d'études et de recherches appliquées à la gestion - UPMF - Université Pierre Mendès France - Grenoble 2 - CNRS - Centre National de la Recherche Scientifique
Norberto Hoppen: CERAG - Centre d'études et de recherches appliquées à la gestion - UPMF - Université Pierre Mendès France - Grenoble 2 - CNRS - Centre National de la Recherche Scientifique
Jorge Luiz Henrique: CERAG - Centre d'études et de recherches appliquées à la gestion - UPMF - Université Pierre Mendès France - Grenoble 2 - CNRS - Centre National de la Recherche Scientifique
Fernanda Gastal: CERAG - Centre d'études et de recherches appliquées à la gestion - UPMF - Université Pierre Mendès France - Grenoble 2 - CNRS - Centre National de la Recherche Scientifique

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Abstract: This study aims at evaluating the perception gaps about the service quality between Information Technology (IT) service providers and their clients. In order to do so, the instrument SERVPERF - a modification of the SERVQUAL model - is used. The research was developed in a large Brazilian retail bank. The gap detected in the perceptions between IT service providers and their clients suggests that efforts are required to improve the quality of services provided, thus generating a better alignment perception, particularly in the following dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Enhancements in the SERVQUAL model are also discussed.

Keywords: Service quality; information technology; Qualité du service; technologie d'information; management.; management (search for similar items in EconPapers)
Date: 2006-05-10
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Published in The Business Association of Latin American Studies Annual Conference colloqueDu 10 au 13 mai 2006(BALAS 2006), Lima, Peru., May 2006

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:halshs-00078463

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