Universidade do Sul de Santa Catarina

The aim of this study is to evaluate the quality of information technology services (IT) of a higher education institution under the optics of users and service providers. Methodologically, the research is characterized by a quantitative approach, using case study and survey strategies. The research instrument is based on the SERVPERF evaluation model based on SERVQUAL, applied to users and IT service providers. Data analysis is performed through factor analysis and parametric tests. Among the main conclusions, the correspondence between the provided services and the staff´s needs is identified to a greater extent and, to a lesser degree, to the needs of students. The staff of the analyzed institution, as well as the IT service providers showed to be rather aligned regarding the perception of service quality. The gap between perceptions is greater when it comes to students and IT service providers. In addition, the factor analysisdid not confirm the five dimensions of th