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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
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Patrick Cerna, Department of Information Technology, Haramaya University, Oromia, Ethiopia
Seifu Neda, Department of Statistics, Haramaya University, Oromia, Ethiopia
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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
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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
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