Measuring the Service Performance of Information Technology Departments: An Internal Service Management Approach

In recent years, internal services such as Information Technology (IT) have become quite critical in organisational control due to the enormous size of their expenditure. As a result, managers have faced growing pressure to measure the performance of IT departments. However, the applicability of traditional performance measures in an IT setting is at best questionable, and thus, there is an urgent need for alternative Performance Measurement (PM) systems. This study develops an alternative PM system based on the concept of service quality and SERVQUAL. The study then proceeds to measure the service performance of an IT department in one of the leading universities in Australia.