The Conceptual Model of IT Service Quality

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.