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Validation of the ISS-QUAL and the role of gender, age and education on it service quality in the public sector

2018Journal article Restricted access
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dc.contributor.authorMarchiori, Danilo Magno
dc.contributor.authorMainardes, Emerson Wagner
dc.contributor.authorRodrigues, Ricardo
dc.date.accessioned2019-01-21T09:35:47Z
dc.date.available2019-01-21T09:35:47Z
dc.date.issued2018
dc.description.abstractPublic organizations have invested heavily in information technology (IT) and have created internal specialized IT services departments which must be managed from the perspective of the provision of services. The people involved in these organizations can be grouped by demographic characteristics such as gender, age and level of formal education. Thus, the study has two objectives. The first is to test, in the context of the public sector, the validity of the ISS-QUAL, a new scale developed to measure the IT service quality provided by internal IT departments. The second objective is to analyze the role of the variables of gender, age and the level of education of public servants on the perception of IT service quality provided by internal departments. For this purpose, we used structural equation modeling to perform a confirmatory factorial analysis with a sample of 879 IT users, as well as to identify the role of gender, age and level of users’ formal education on perceived service quality. The results confirm the validity and the high explanatory power of the ISS-QUAL within the scope of public organizations, and indicate that the demographic characteristics of public servants differentially affect service quality factors. The study presents the implications of the results for researchers in the field and for managers of internal IT departments in the public sector.pt_PT
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.doi10.1007/s10799-017-0281-0pt_PT
dc.identifier.urihttp://hdl.handle.net/10400.6/6807
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.subjectConfirmatory factor analysispt_PT
dc.subjectInformation technology service qualitypt_PT
dc.subjectInternal providerspt_PT
dc.subjectPublic sectorpt_PT
dc.titleValidation of the ISS-QUAL and the role of gender, age and education on it service quality in the public sectorpt_PT
dc.typejournal article
dspace.entity.typePublication
oaire.citation.endPage230pt_PT
oaire.citation.issue4pt_PT
oaire.citation.startPage217pt_PT
oaire.citation.titleInformation Technology and Managementpt_PT
oaire.citation.volume19pt_PT
person.familyNameMarchiori
person.familyNameMainardes
person.familyNameRodrigues
person.givenNameDanilo
person.givenNameEmerson
person.givenNameRicardo
person.identifier.ciencia-id6216-A58F-B062
person.identifier.orcid0000-0002-7386-9706
person.identifier.orcid0000-0003-2525-275X
person.identifier.orcid0000-0001-6382-5147
person.identifier.ridL-6018-2018
person.identifier.ridA-7722-2010
person.identifier.scopus-author-id57191975818
person.identifier.scopus-author-id35772768800
rcaap.embargofctCopyright cedido à editora no momento da publicaçãopt_PT
rcaap.rightsclosedAccesspt_PT
rcaap.typearticlept_PT
relation.isAuthorOfPublication4089ada3-ef30-443c-b13c-5a89c6eedc03
relation.isAuthorOfPublication94701b17-051b-4bef-8704-7873c2d95683
relation.isAuthorOfPublicationc3092198-6fff-4b9f-9c6f-93b3ca3ab4ee
relation.isAuthorOfPublication.latestForDiscovery4089ada3-ef30-443c-b13c-5a89c6eedc03

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