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

被引：2

作者：

de Almeida, Alan Rodrigo ^{[1
]}

Medeiros, Priscilla Yung ^{[2
]}

Halpern, Eduardo Espindola ^{[2
]}

机构：

[1] Petrobras SA, BR-20231030 Rio De Janeiro, Brazil

[2] IBMEC, BR-20030020 Rio De Janeiro, Brazil

来源：

3RD INTERNATIONAL CONFERENCE ON INFORMATION TECHNOLOGY AND QUANTITATIVE MANAGEMENT, ITQM 2015 | 2015年 / 55卷

关键词：

Quality in services; Information technology; Consumers' expectations; CONSUMER PERCEPTIONS; ALTERNATIVE SCALES; USER SATISFACTION;

D O I：

10.1016/j.procs.2015.07.112

中图分类号：

TP [自动化技术、计算机技术];

学科分类号：

0812 ;

摘要：

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.

引用

页码：922 / 930

页数：9

共 47 条

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