Analyzing Service Quality of UIU Transport and Canteen: An Application of SERVQUAL Method

Abstract

Service quality is a good measure for knowing about the performance of any service provider. This paper investigates the service quality expectations and perceptions of UIU transportation and canteen. This paper also examine the relationship between relative importance allocated by respondents to each of the five SERVQUAL dimensions as measured by the points allocated to that dimensions the ratings provided for the individual items of the dimension. In the SERVQUAL questionnaire there are 19 questions from five different dimensions. These are Tangibles, Reliability, Responsiveness, Assurance and Empathy. These questions measure the gap between customer expectations and perceptions. After conducting the survey I have calculated the average gap scores of these dimensions. Then it has been seen that the gap between the customers’ expectations and perceptions about the services are lower or below the average for the customers. Our investigation finds out that reliability, responsibility and assurance are relatively more important to the customers.