Exclusive Content & Downloads from ASQ

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.

Anyone with a subscription, including Site and Enterprise members, can access this article.

Other Ways to Access content:

Join ASQ

Join ASQ as a Full member. Enjoy all the ASQ member benefits including access to many online articles.

Subscribe to Quality Management Journal

Access this and ALL OTHER Quality Management Journal online articles. You'll also receive the print version by mail.

  • 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