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

Author

Listed:
  • 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)

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.

Suggested Citation

  • Luis Kalb Roses & Norberto Hoppen & Jorge Luiz Henrique & Fernanda Gastal, 2006. "Management des Perceptions sur la Qualité du Service en Technologie d'Information," Post-Print halshs-00078463, HAL.
    • Handle: RePEc:hal:journl:halshs-00078463
    as

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