Title: Managing the internal IT service quality in public sector banks of India

Authors: Sanjay Dhingra

Addresses: University School of Management Studies, Guru Gobind Singh Indraprastha University, Sector 16 C, Dwarka, New Delhi-110078, India

Abstract: The present study evaluates the internal information technology (IT) service quality of public sector banks in India by using SERVPREF instrument of SERVQUAL model. The results revealed the relative importance of IT service quality dimensions as perceived by IT users. The 'empathy' has been found the most important dimension, followed by 'tangibility', 'responsiveness', and 'reliability', while 'assurance' has been found to be insignificantly affecting the service quality.

Keywords: SERVPREF; SERVQUAL; IT service quality; public sector banks; PSBs; India; banking industry; internal IT services; information technology; empathy; tangibility; responsiveness; reliability; assurance.

DOI: 10.1504/IJBIS.2015.070201

International Journal of Business Information Systems, 2015 Vol.19 No.4, pp.403 - 418

Received: 14 Mar 2014
Accepted: 09 Apr 2014

Published online: 29 Jun 2015 *

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