Using a Novel Model to Measure Smart Campus Service Quality: An Empirical Case Study

Abstract

This study applied a novel model that integrated a service quality model, impact-range performance analysis (IRPA), and impact-asymmetry analysis (IAA) for evaluating product or service features that are crucial parameters for customer satisfaction. This empirical study focused on a Vietnam English teacher training program by using a smart campus solution introduced by Taiwan industries. Service quality improvement suggestions were obtained through the IRPA and IAA results. In the future, the implementation of smart campus solutions can continue to expand in Vietnam and other countries, and additional practical cases can be collected for supporting Taiwan industries in developing innovative services and products.