SERVICE QUALITY ENHANCEMENT FOR INFORMATION SERVICES: A CASE OF COMPUTER LAB, SUAN SUNANDHA RAJABHAT UNIVERSITY.

Abstract

Service quality enhancement has become a major area of attention in higher education organizations during the past few decades for information technology office. Service quality has a huge impacts on organization performance, customer satisfaction, and positive image of the organization. Service quality is a vital measurement of the extent to which service provided meets the customers’ expectation. In order to answer the core of the research problem, service quality enhancement for information services, the information, opinions, and feedbacks from the main users play an important role. The purposes of this study were to investigate the main users of information services counter about their feedback and to sum up their suggestions to improve the services. By employing a qualitative research technique, a total of 15 main users who were in computer labs from various departments of university at the summer of the year 2018 was subjected to an in-depth interviewed. An in-depth interview was designed and conducted to gain more in-sight information from these 15 respondents: students, staff, and faculty. The findings from the respondents revealed that they were satisfied with service quality offered information services counter. Overall, the service quality had met their expectation. However, there were some suggestions from their feedback and straight opinions that can help to improve the service quality. There are five suggestions from this study. First is to improve the positive attitude and behavior of employees. Second is to increase the speed of providing information. Third is to the broad accessibility of services. Fourth is to improve technical quality of services. Finally, fifth is to understand customers’ expectation and create strategy to fulfill it.