Reviewing Service Quality for IT Services Offerings: Observations in the Light of Service Quality Models & Determinants

With the shift in economy from products to services, there emerged an identical need for shift in focus in the literature from product quality to service quality. Unlike products, there are challenges associated with service quality as services are not easily identifiable and measurable. There are quite a few service quality models available in the current literature and subsequently there have been attempts to apply these service quality models in the context of IT. This paper attempts to describe some of these service quality models and captures their relevance and missing elements in the context of IT services. As part of this paper, we briefly touch upon typical IT services offerings, few important service quality models and a brief look at relevant application in the context of IT service offerings. We also outline our observations and need for further work to establish stronger services quality research for IT Services offerings.