IT Service Quality Perspectives in Greek SMEs



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Submitted Feb 21, 2022
Published Mar 22, 2022
10.24018/compute.2022.2.2.54

Abstract viewed = 148 times

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IT services quality is an important topic due to the digital transformation of contemporary organizations, especially for SMEs that lack dedicated resources to quality. In an attempt to investigate the level of adoption of IT service quality theory and practice by SMEs in Greece, it was revealed that not all stakeholders share the same understanding due to the various perspectives they have about IT service quality. In an initial research round, stakeholders were asked to identify situations that indicate, to their view, a quality problem and possible remedies. Based on the answers, twelve IT service quality perspectives were identified, which were then ranked by another set of respondents to reveal very low levels of congruence among their perspectives. Implications for this variety of IT services quality perspectives are discussed as concluding remarks.

Keywords: Information technology quality, IT service quality, IT SME quality, quality perceptions

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