IT Service Climate—An Essential Managerial Tool to Improve Client Satisfaction With IT Service Quality

Abstract

Although client satisfaction surveys can assess client satisfaction with IT service quality, they cannot easily be used to pinpoint how internal IT behaviors influence client satisfaction and prescribe solutions. This research fills the gap by introducing a concept— IT Service Climate—and a validated ten-item instrument that significantly explained client ratings of IT service quality. We recommend this measure as an effective diagnostic tool for managers aiming to improve quality and client satisfaction.

Keywords:

• climate
• service climate
• IT service climate
• service quality
• SERVQUAL
• user satisfaction