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

• 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/

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.