The new conceptual model of IT service quality identifies that there are 7 gaps between suppliers and customers of IT service. These are defined as:
Between Suppliers and Customers of IT service
Gap 1: the difference between IT suppliers’ and customers’ perceptions of Ideal level of IT service;
Gap 2: the difference between IT suppliers’ and customers’ perceptions of Acceptable level of IT service;
Gap 3: the difference between IT suppliers’ and customers’ perceptions of Actual level of IT service;
For Customers of IT service
Gap 4: the difference between IT service level customers would like to receive, and what they would accept, given the limitations due to personnel, technology and other organizational factors;
Gap 5: the difference between IT service level acceptable to customers, and the actual level of IT service perceived by customers;
For Suppliers of IT service
Gap 6: the difference between IT suppliers’ perception of what customers require, and the level of IT service they can provide given the constraints due to personnel, technology and other organizational factors; and
Gap 7: the difference between IT service level IT suppliers can provide, and the actual level of IT service being provided.
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