Service Quality Essay

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SCHOOL OF HOSPITALITY Team No: 01 An Evaluation of Service Quality on Republic Polytechnic IT Helpdesk Team Leader: Ng Wan Leng (71287) Team Members: Aaron Philip (71379) Lian Shiping (70759) Ong GuoQuan Jessearriza Ferreira (70400) Teo Wei Ling Ivy (71070) Supervisor: Dr. David Kwok DIPLOMA IN CUSTOMER RELATIONSHIP AND SERVICE MANAGEMENT AY 2009/10 Semester 1 G301 Final Year Project 1 ABSTRACT This report presents the research findings of the evaluation service of quality in Republic Polytechnic IT Helpdesk using the instrument, SERVQUAL. The study aimed to (a) determine relative importance of the service quality dimensions, (b) examine the service quality attributes ratings, (c) determine the significant relationship between gender groups in their assessment of service quality, (d) determine the significant relationship among 3 cohorts of students (Year 1 – 3) in their assessment of service quality and (e) investigate the relationships among value for money, overall service quality, customer satisfaction and likelihood to recommend. In this study, 120 respondents completed a questionnaire relating to demographic and the 5 dimensions of service quality. Results showed that the respondents ranked responsiveness as the most important factor and tangibles as the least important factor for the whole experience at RP IT Helpdesk. Among all the service quality attributes, the respondents rated “polite to me” as highest and “solutions are right at once” lowest. Among the 3 cohorts of students (Year 1-3), there were no significant relationships among them in their assessment of service quality dimensions. Between the gender groups, there was significant difference in their assessment on reliability. Implications for future research and recommendations to RP IT Helpdesk are discussed in this study. 2 G301 Final Year Project 1

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