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- W2002207798 abstract "What is the quality of our services? Increasingly organizations are finding that delivering quality service is a requirement for success. Understanding and measuring service quality can pose a significant challenge in a conceptual area that has few physical attributes to measure, and in which the perception and meaning of quality will vary from person to person. Service quality information is important in IT planning, enabling universities to target and prioritize areas for service improvement. Information Technology Services (ITS) at the University of New Brunswick adopted the SERVQUAL approach to evaluate our IT service quality. This approach, based on the customer's perspective, assesses five dimensions of quality: assurance, reliability, responsiveness, empathy and the tangible aspects. This case study will provide an overview of the SERVQUAL methodology and ITS's implementation. Through survey design and question development the methodology was adapted to minimize survey length, produce actionable results and enable iterative improvement." @default.
- W2002207798 created "2016-06-24" @default.
- W2002207798 creator A5091863878 @default.
- W2002207798 date "2012-10-15" @default.
- W2002207798 modified "2023-09-23" @default.
- W2002207798 title "Evaluating IT service quality using SERVQUAL" @default.
- W2002207798 doi "https://doi.org/10.1145/2382456.2382461" @default.
- W2002207798 hasPublicationYear "2012" @default.
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