Using SERVQUAL to Measure Users' Satisfaction of Computer Support in Higher Educational Environments

Using SERVQUAL to Measure Users' Satisfaction of Computer Support in Higher Educational Environments

The purpose of this research was to measure users' satisfaction with computer support in the higher education environment. The data for this study were gathered over a 5-week period using an online survey. Subjects (N=180) were members of a college at a major Texas university, which included bo...

Full description

Bibliographic Details
Main Author: Yu, Brenda Wai Fong
Other Authors: Young, Jon I.
Format: Others
Language:English
Published: University of North Texas 2008
Subjects:
SERVQUAL
satisfaction
computer support
Computer technical support > Evaluation.
Computers and education.
Customer services > Quality control.
Online Access:https://digital.library.unt.edu/ark:/67531/metadc9005/
Description
Summary:The purpose of this research was to measure users' satisfaction with computer support in the higher education environment. The data for this study were gathered over a 5-week period using an online survey. Subjects (N=180) were members of a college at a major Texas university, which included both faculty and staff. SERVQUAL was the instrument used in this study. Two-ways statistical ANOVA analyses were conducted and revealed three statistically significant differences for Gender, Classification, and Comfort Level.

Similar Items