The paper describes the initiative of the management of a higher education institution to design ... more The paper describes the initiative of the management of a higher education institution to design and realize an Information System (IS) in order to implement new study rules for new study programmes that are in agreement with the Bologna Declaration.
The aim of this study is to assess quality perception of information system (IS) services outsour... more 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 af unctional (process, relationship) dimension. It is used the SERVPERF instrument from the SERVQUALm odel, 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 managemento f the client-supplier relationship is deficient, and the SERVQUALm odel's structure requiresm odifications to improve its applicability to the IT outsourcing context.
The paper describes the initiative of the management of a higher education institution to design ... more The paper describes the initiative of the management of a higher education institution to design and realize an Information System (IS) in order to implement new study rules for new study programmes that are in agreement with the Bologna Declaration.
The aim of this study is to assess quality perception of information system (IS) services outsour... more 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 af unctional (process, relationship) dimension. It is used the SERVPERF instrument from the SERVQUALm odel, 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 managemento f the client-supplier relationship is deficient, and the SERVQUALm odel's structure requiresm odifications to improve its applicability to the IT outsourcing context.
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