P092 - AIM 2006 - Information systems and collaboration: state of the art and perspectives, best papers of the 11 th international conference of the association information and management
Auflistung P092 - AIM 2006 - Information systems and collaboration: state of the art and perspectives, best papers of the 11 th international conference of the association information and management nach Autor:in "Ballaz, Bernard"
(AIM 2006 – Information Systems and Collaboration: State of the Art and Perspectives (AIM), 2006) Kalb Roses, Luís; Hoppen, Norberto; Ballaz, Bernard; Melle Freire, Karine
The aim of this study is to assess quality perception of information system (IS) services outsourced by a large Brazilian bank, both from a technical (results) as well as from a functional (process, relationship) dimension. It is used the SERVPERF instrument from the SERVQUAL model, which has its structure assessed. SERVPERF is suitable for service quality evaluation. The results revealed unsatisfactory quality of the services outsourced, the structure of processes directed to the management of the client-supplier relationship is deficient, and the SERVQUAL model's structure requires modifications to improve its applicability to the IT outsourcing context.
