Student-Centred Dimensions of Service Quality

Service Quality

As an information service we are always looking at ways we can understand and improve the quality of service we provide to students and their supporters. One of the ways we do this is use the SERVQUAL quality measure (Parasurman et al).

The original SERVQUAL research showed the five dimensions’ relative importance to each other by asking customers to assign 100 points across all five dimensions. Continue reading