Service Quality Assessment of Instructional Laboratories in Haramaya University: Basis for Total Quality Management Policy
American Journal of Operations Management and Information Systems
Volume 1, Issue 1, November 2016, Pages: 39-47
Received: Oct. 31, 2016; Accepted: Nov. 28, 2016; Published: Jan. 14, 2017
Views 3405      Downloads 106
Patrick Cerna, Department of Information Technology, Haramaya University, Oromia, Ethiopia
Seifu Neda, Department of Statistics, Haramaya University, Oromia, Ethiopia
Article Tools
Follow on us
An environment of high service quality laboratory infrastructure management will greatly improve the process of teaching and learning. Haramaya University commits to achieve such major goal of excellence in teaching and learning through service-oriented and conducive learning environment facilities. Thus, this study determines that service quality of the university’s instructional laboratories as timely and needed. To gauge its current service quality, SERVQUAL is used as one of the most effective and popular evaluation tool to work on. Thereby, the study adapted five (5) academic colleges (i.e. CCI, CNCS, CAES, CVM, and CHMS) and one (1) IOT institute. There are 375-sample size of college students, Technical Assistants, and Academic Staffs and out of that value, only 283 has been considered for analysis and interpretation. From the returned sample, 236 (83.10%) were males and 48(16.90%) were females. Majority of the respondents were undergraduate students with 171 (60.41%), followed by staff with 58(20.42%), then post-graduate students with 31 (10.92%) and Finally Technical Assistant (TA) with 26 (8.45%). Among all the colleges, in terms of fulfilling the expectation of customer (staff/students) as based on Average mean gap, CNCS rank 1 st (-1.72), followed by CAES (-1.73), then CCI (-1.77), then IOT (-1.84), then CVM (-2.10), and finally CHMS (-2.13). It is evident from the wide gaps score as perceive by the users’ perceptions of service quality offered by the Instructional Laboratories did not meet their expectations in general. The study further recommends that in order to reduce the large gaps in the service areas relating to Customer – Staff and Students, with the management should consider providing more training to staff not only to technical skills in handle facilities in the laboratory but to enhance their customer service skills.
SERVQUAL,Total Quality Management, Instructional Laboratories, Haramaya University
To cite this article
Patrick Cerna, Seifu Neda, Service Quality Assessment of Instructional Laboratories in Haramaya University: Basis for Total Quality Management Policy, American Journal of Operations Management and Information Systems. Vol. 1, No. 1, 2016, pp. 39-47. doi: 10.11648/j.ajomis.20160101.15
Copyright © 2016 Authors retain the copyright of this article.
This article is an open access article distributed under the Creative Commons Attribution License ( which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
Feisel, J. D. and Rosa, A. J. ―The Role of the Laboratory in Undergraduate Engineering Education, ‖ J. Eng. Education, vol. 94, pp. 121-130, Jan. 2005.
Selamat, R., Ungku Ahamd, N., AbdRazak, N. Z., Ali, L., Sheikh Ahmad, F. & Ahmad Khalid, A. (2004). An investigation into the teaching-learning environment of the Faculty of Management and Human Resource Development: Towards the establishment of an optimal environment for the pursuit of excellence in teaching and learning. (Research Vote No. 75012). Skudai: Universiti Teknologi Malaysia.
Parasuraman, A., Zeithaml, V., & Berry, L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50.
Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: A multiple item scale for measuring customer perceptions of service quality. Journal of Retailing, 64(1), 29–40.
Tomovick C., Jones S., Al-Khatip J., Baradwaj B. G., 1996. An assessment of the service quality provided to foreign students at U. S. business school, Journal of Education for Business, No. 70, pp. 130-137.
Basak, M. and Ocak, Z. (2011), “Educational Service Quality Assessment in an Engineering Program in Turkey”, International Higher Education Congress: New Trends and Issues, May 2011.
Hughey, D., Chawla, S., and Kahn, Z. (2003). Measuring the quality of university computer labs using SERVQUAL: Alongitudinal study. The Quality Management Journal, 10(3), 33–44.
DELAZARO FILHO, J. Gestão da qualidade no Brasil: setor de serviços. São Paulo: Núcleo de Pesquisas e Publicações, Fundação Getúlio Vargas, 1998.
OLIVEIRA, O. J. (org.). Gestão da qualidade: tópicosavançados. São Paulo: Thonsom Learning, 2004.
BATESON, J. E. G.; HOFFMAN, K. D. Marketing de serviços. 4. ed. Porto Alegre: Bookman, 2001.
SATOLO et al. Uma avaliação da qualidadeemserviçosemumalivraria e papelariautilizando o SERVQUAL – um estudoexploratório. Anais... In: XXV Encontro Nacional de Engenharia de Produção – Porto Alegre, 2005.
Stark, J. 1998. A few words about TQM. Available online (accessed 2 April 2016).
Mehra, Hoffman and Sirias (2001). TQM as a Management strategy for the next millennia. Emerald Library. Retrieved from Accessed 2 March 2016
Wang, H. 2006. From “user” to “customer”: TQM in academic libraries? Library management, 27(9):606-620.
Gronroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36–44.
Yang CC. The refined Kano’s model and its applications. Total QualManag Business Excellence. 2005;16(10):1127–1137. doi: 10.1080/14783360500235850.
Parasuraman, Zeithaml, & Berry (1990). "Delivering Quality Service; Balancing Customer Perceptions and Expectations," Free Press
Remenyi D. S. J., Money A. H., 1994. Service quality and correspondence analysis in determining problems with the effective use of computer services, European Journal of Information Systems, Vol. 3, No. 1, pp. 2-13.
O‘Neill, M. and Palmer, A. 2001. Survey timing and consumer perceptions of service quality: an overview of empirical evidence, Managing Service Quality 11(3): 182–190.
Bless, C. & Higson-Smith, C. 2000. Fundamentals of social research methods: an African perspective. Cape Town: Juta Education
Babbie, E. & Mouton, J. 2001. The practice of social research, Cape Town: Oxford University Press.
Ahmed, SMZ. & Shoeb, ZH. 2009. Measuring service quality of a public university library in Bangladesh using SERVQUAL. Performance measurement and metrics, 10(1): 17-32.
Baruch, Y. 1999. Response rate in academic studies – a comparative analysis. Humanrelations, 52(4):421-438.
Nulty, DD. 2008. The adequacy of response rates to online and paper survey: what canbe done? Assessment & evaluation in higher education, 28(3):301-314.
Bryman, A. 2004. Social research methods. 2nd ed. Oxford: Oxford University Press.
Besterfield, DH., Besterfield-Michna, C., Besterfield, G. & Besterfield-Sacre, M. 2003.Total quality management. 3rd ed. Upper Saddle River, N. J.: Prentice Hall.
Science Publishing Group
1 Rockefeller Plaza,
10th and 11th Floors,
New York, NY 10020
Tel: (001)347-983-5186