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Measuring the Quality of University Computer Labs Using SERVQUAL: A Longitudinal Study

Summary: [This abstract is based on the author's abstract. A longer abstract is available on the journal's website]

SERVQUAL, or service quality measurement, was introduced in 1985 to measure the difference between perceived or provided service, as well as the level of desired service. The use of SERVQUAL as a diagnostic and benchmarking tool for quality of service has been debated since the inception of the model, although it has been used in a wide range of service sectors. An application of SERVQUAL is presented that will measure levels or dimensions of service provided by computer labs at a state university. Factor analysis has identified three dimensions: staff, services, and professionalism. Also demonstrated is how the results of a SERVQUAL survey can be used to improve service quality and increase or maintain customer satisfaction.

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  • Topics: Design of Experiments, Reliability
  • Keywords: Factor analysis,Reliability,Higher education,Computers,Service quality,Case study,Surveys,Diagnostics,Benchmarking,Information technology
  • Author: Hughey, David W.; Chawla, Sudhir K.; Khan, Zafar U.
  • Journal: Quality Management Journal