Understanding the Quality Gap of Information Technology Services from the Perspective of Service Provider and Consumer

Abstract

Direktorat Pengembangan Teknologi Informasi (DPTSI) is the provider of information technology services in Institut Teknologi Sepuluh Nopember (ITS). Although IT services provided by DPTSI have been managed according to its technical standard, there has been a gap of what service consumers expect and what service consumers perceive. This situation refers to the gap of service quality that may lead to unsatisfied service consumers. This study focuses on understanding the quality gap of IT services from the perspective of service provider – that is DPTSI staffs, and of service consumers – that are lecturers and students. A gap analysis based on Parasuraman works was employed. From the perspective of service provider, a gap between service quality specifications and service delivery (GAP 3) was identified; whereas from the perspective of service consumers, a gap between expected and perceived service (GAP 5) was analyzed by employing SERVQUAL Dimensions. From the analysis, we found that the highest gap lies on the domain and hosting services due to relatively sophiscated technology and unclear flows of the service requests. From internal DPTSI, staffs agreed that control systems are the most common problem in their work. Some recommendations are proposed, e.g. developing a standard operating procedure for domain and hosting services, and allocating staffs according to their capability. At the end, the research contributes to the implementation of gap analysis, and more specifically to improve the quality of IT services in DPTSI.