Quality of service of technical support using the SERVPERF model and ITSQM framework

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Published : 2021-12-30
DOI : https://doi.org/10.37815/rte.v33n3.810
Keywords :
Quality of Service, SERVPERF, ITSQM, Information Technology, Technical Support, IT Services
John P. Medrano-Colorado
https://orcid.org/0000-0003-3232-2170
Xavier Quinonez-Ku
https://orcid.org/0000-0002-8653-6214
Abstract

The purpose of this research is to evaluate the IT technical support service of the Information Technology Management (GTI, acronym in Spanish) of the Ecuadorian Public Oil Fleet Company, using the SERVPERF model (Service-Performance) and the IT service quality measurement framework (ITSQM). The SERVPERF model was used to determine the degree of satisfaction of the service users and the ITSQM framework was applied to know which indicators GTI employs to measure the services it offers. This process was carried out to determine the level of perceived service quality and the relationship between the results of both methodologies. The scope of this research was descriptive and conducted on the field with a mixed approach (qualitative-quantitative). A sample consisted of 94 individuals, obtained through a probabilistic sampling of all users of the service of the matrix of EP FLOPEC in the city of Esmeraldas, including the manager of the GTI within August - October 2020. The results revealed that the IT support service in general is satisfactory, since it obtained a score of 4.41/5, but also indicates that this result can be improved, since GTI manages IT services based on its own experience and knowledge, and criteria of the ISO27001 standard.

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Medrano-Colorado, J. P., & Quinonez-Ku, X. (2021). Quality of service of technical support using the SERVPERF model and ITSQM framework. Revista Tecnológica - ESPOL, 33(3), 242-257. https://doi.org/10.37815/rte.v33n3.810
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