A Multicriteria Approach for Assessing the Quality of Information Technology Support Services
André Luis Policani Freitas, Cláudia Márcia Ribeiro Machado Albernaz

Abstract
Information Technology Support Services (ITSS) have played an important role to the companies which wish for more efficiency and competitive advantages. For doing so, the starting point is to identify the real stage the services are on by assessing the quality of services that have been provided. Recent studies show that an effective service analysis of the services produced by IT department should take into account how users perceive IT services. This work presents an alternative approach for helping managers of IT service companies to investigate and solve users’ non-satisfaction problems. Using Multiple Criteria Decision Aid (MCDA) methods (ELECTRE TRI and Non-weighted Average), individual IT users’ satisfaction degree concerning several criteria were used to assess and to classify the quality of IT support services. A case study was conducted in order to analyze the application of the proposed approach to the assessment of quality of IT support service provided by a Federal Education Institute in Brazil.

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