Managing the internal IT service quality in public sector banks of 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.