: Management of Perceptions of Information Technology Service Quality

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