Why Internal Clients are Dissatisfied with the Quality of Information Technology Services Provided by Their Organizations?

There is a general feeling that internal clients are dissatisfied with the IT services provided to them. This article makes two important contributions: using a framework to evaluate the quality of IT services based on SERVQUAL scale and data collected from internal clients of major energy organizations in Brazil (a) it tests whether internal clients are indeed dissatisfied with the IT services provided and (b) unfold the main reasons behind the overall satisfaction (dissatisfaction). The main results found are a general dissatisfaction with IT services and the main reasons behind it are problems in the communication between IT employees and internal clients and deadlines. In general, issues related to whether employees of the IT department instill confidence, and deliver consistent and relevant information for clients seems to be the ones that have the highest impact on internal clients overall satisfaction with IT services. These results have important managerial implications. (C) 2015 Published by Elsevier B.V.