Análise dos serviços de suporte de Tecnologia da Informação em uma IES pública fundamentada em um Modelo de Avaliação Conceitual da Qualidade

Abstract

This study, entitled “Analysis of Information Technology Support Services in a Public Higher Education Institution Based on a Conceptual Quality Evaluation Model”, aimed to analyze the quality of IT support services in a public Higher Education Institution (HEI), using the State University of Mato Grosso (UNEMAT) as a case study. To this end, the SERVPERF model was adopted, which focuses exclusively on users’ perceptions of actual service performance, avoiding the need to measure prior expectations and allowing for a more direct, experience- centered evaluation. The research sought to answer how the quality of IT support services in a public HEI can be assessed using this model. With a predominantly quantitative and applied approach, UNEMAT was treated as a large empirical laboratory, with the potential for its results to serve as a reference for other institutions. The methodology was structured into five stages. The first stage presented the research setting, contextualizing UNEMAT as a multicampus institution and highlighting the strategic role of the Technical Information Units (UTIs) in maintaining the university’s IT infrastructure. In the second stage, a survey questionnaire was applied to capture users’ perceptions of service quality, using a five-point Likert scale based on the five SERVPERF dimensions: Tangibility, Reliability, Responsiveness, Assurance and Empathy. In the third stage, the data were analyzed using descriptive statistics (mean and standard deviation), and the internal reliability of the instrument was tested through Cronbach’s alpha, which reached 0.966 in the final analysis and 0.981 in the pretest, confirming the consistency of the questionnaire. In the fourth stage, the results showed that the overall perception of service quality is positive, with an institutional mean of 4.14 out of 5, although the Tangibility dimension presented a mean of 3.9, the only one below 4. Finally, in the fifth stage, the study concluded that the SERVPERF model is a viable and reliable tool for assessing the quality of IT services at UNEMAT. The quality of services was considered satisfactory and consistent, but with room for improvement, especially regarding infrastructure and the sizing of IT teams, given the gap between demand and the number of technicians. The study offers methodological contributions, proposes data-driven improvements, and can be replicated or adapted by other HEIs, providing concrete support for better resource management and technological modernization.