Perceived Quality of Information System Support Service of an Education Institution and Its Relationship with the Users’ Characteristics

Technological resources as a tool used to generate information and optimise processes are increasingly present in organisations. Among these resources are the information systems, which are used to generate competitive advantage. However, for these resources to represent an effective competitive advantage in the organisation, it is necessary to have support which should be evaluated. Therefore, the study sought to assess the quality of support service provided to the information system for academic management at an education institution according to docents’ and administrative technician’s perception. The Servqual scale was used for such assessment with adaptations made considering the application. As for the form of approach, this is a quantitative study in which data collection was performed by using electronic questionnaire and the sample was of convenience with 194 respondents. Data analysis was performed by using descriptive statistics, normality test, median difference test and regression analysis. As a result, the study revealed that the respondents’ perception on the quality is higher with the dimension “security”, whereas the dimension “responsiveness” had the largest gap. Regression analysis allowed identifying that variables “gender” and “age” have a statistically significant influence on certain Servqual items. According to the respondents’ perception, there is a gap in the service quality regarding items and dimensions addressed in the study.