Utilizando o método SERVQUAL para avaliar a qualidade dos serviços de TI a partir da percepção dos funcionários de uma secretária de uma prefeitura municipal

Abstract

This study aims to evaluate the quality of Information Technology (IT) services provided by the support department of a municipal government agency in Brazil, using the SERVQUAL method. The research was conducted in two main stages: a quantitative survey using an adapted SERVQUAL questionnaire and a qualitative analysis through a focus group with the IT support team. The results revealed significant gaps between users' expectations and perceptions, especially in the dimensions of reliability and responsiveness. Additionally, the focus group highlighted the importance of clear and efficient communication as a key factor for service improvement, suggesting actions such as process automation, team expansion, and automatic user notifications. The study contributes to identifying opportunities for service enhancement and reinforces the importance of quality management in the public sector.