Evaluation of Information Technology Support Services

The evaluation of the quality of information technology (IT) services provided by public or private organizations to their internal clients is an essential condition in achieving a competitive differential. In this context, this study sought to investigate how the quality of services provided by the IT support area, in a Federal Institution of Higher Education (IFES), is perceived by its users and how this perception differs from their expectations. To this end, a systematic review of the literature on quality assessment models in IT services was conducted, which provided the theoretical basis for the operationalization of the SERVQUAL instrument. After the theory was articulated, a survey was conducted, and later the data analysis took place using descriptive statistics and structural equation modeling techniques. The results revealed the existence of gaps in the five dimensions of quality in evaluated services. It was also observed that quality in services, with its respective dimensions, positively influences user satisfaction.