IT Services Quality Measurement Using IT SERVQUAL at University X

Abstract

Information technology plays a major role to enhance service activities in organizations as well as in higher educational institutions / universities. A special unit (Sisfo) at University X is dedicated to handles daily technology-based services. Every year the performance of the unit is evaluated to increase customer satisfaction and yet the result is contradictory. Using balanced scorecard, the result showed that the unit's performance is in a good category, but when it comes to the satisfaction questionnaire the result said otherwise. This puzzling result due to not so appropriate tools of measurement for the unit’ services.
 This study conducted performance measurement using IT SERVQUAL to tap the perceived service and expected service of the Sisfo Unit’, form the eyes of the students as the largest customers, on the 6 dimensions: tangibles, responsiveness, reliability, assurance, emphaty and usability. Service dimensions that require immediate action are physical facilities such as hardware and software that are up to date, and processes related to academic activities such as failure to enter into a system, card recording errors, and students’ presence list errors.
 Keywords— IT SERVQUAL, performance measurement, satisfaction, services

Cotton.Go’s Electronic Service Quality Improvement Using Importance Performance Competitor Analysis Approach

“…An element is definitely better than another element 2, 4,6,8 The values between the two value are close…”

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Identification Customer Needs of Shuttle Travel by Using Servqual and Kano Methods

“…The performance of these eleven service attributes needs to be improved by Bhinneka Shuttle Mekar Wangi because the services currently provided are still not able to meet the expectations of its customers. Service quality is an individual's opinion on how service is provided and affects customer satisfaction [26].The results of the RESCA and Kano integration data processing obtained 11 True Customer Needs and were included in weak attribute category because they had a negative CSC value which indicated that the services provided by the company were still unable to meet the satisfaction of its customers and needed to improve the quality of its services. The Kano model classifies different components in service quality that are influenced or shaped by customer perceptions of service quality.…”

Evaluating User Satisfaction of IT Services Through Service Quality Approach

“…Despite annual evaluations through balanced scorecards and satisfaction questionnaires, the results were contradictory. Therefore, a reevaluation was conducted using the Servqual method, concluding that immediate action was needed in dimensions such as inadequate physical facilities like hardware and software, and processes related to academic activities, such as system access failures, card recording errors, and student attendance list inaccuracies [27]. This research contributes to the field by advocating for the use of the Servqual method in measuring IT service performance at a university to avoid incongruent results.…”