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JOAMS 2024 Vol.12(2): 70-74
doi: 10.18178/joams.12.2.70-74

Assessing User Satisfaction with Technology Services in a Public Judicial Organization

Elen C. Nunes 1, Sérgio Moro 1, and Álvaro Rosa 2
1. Instituto Universitário de Lisboa (ISCTE-IUL), ISTAR, Lisboa, Portugal
2. Instituto Universitário de Lisboa (ISCTE-IUL), BRU, Lisboa, Portugal
Email: Elen_Carina_Nunes@iscte-iul.pt (E.C.N.); sergio.moro@iscte-iul.pt (S.M.); alvaro.rosa@iscte-iul.pt (A.R.)
*Corresponding author

Manuscript received August 16, 2023; revised September 4, 2023; accepted October 8, 2023; published May 8, 2024.

Abstract—This article aims to identify and categorize the level of both internal custom-er and IT service provider satisfaction with the quality of IT service provision in a Brazilian public organization and to identify any gaps between them, using descriptive and factorial statistical analysis. For this purpose, fieldwork was carried in the form of questionnaires based on an evaluation instrument inspired by the SERVQUAL model and the use of a specific scale. The results showed that this assessment is best supported by the three dimensions already present in the ISS-QUAL model and that there is a certain alignment in the level of dissatisfaction demonstrated by IT customers and suppliers, with a higher negative burden on issues related to the Electronic Judicial Process (PJe), communication difficulties and lack of information on failures and unavailability of IT resources and systems, or feedback and estimates for their re-establishment.

Keywords—IT service, service quality, information technology, internal user satisfaction, consumer expectations

Cite: Elen C. Nunes, Sérgio Moro, and Álvaro Rosa, "Assessing User Satisfaction with Technology Services in a Public Judicial Organization," Journal of Advanced Management Science, Vol. 12, No. 2, pp. 70-74, 2024.

Copyright © 2024 by the authors. This is an open access article distributed under the Creative Commons Attribution License (CC BY-NC-ND 4.0), which permits use, distribution and reproduction in any medium, provided that the article is properly cited, the use is non-commercial and no modifications or adaptations are made.

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