Measuring the service quality of a financing department at a University of Technology

Abstract

This study aims to measure the service quality with student loans that are provided by the Finance Department of a University of Technology (UoT). In the current academic environment, it is critical for a Finance Department to provide high quality of services to enable students fulfilling their academic performance. However, if the service quality of Finance Department is not up to standard, then students (customers) more likely to struggle in receiving all supporting financial aids for their studies. This will further impact on their whole academic life negatively. Based on the relevant literature, SERVQUAL model is one of the classical tools that were commonly used to measure the quality of services. Thus, this study applied SERVQUAL model to measure the service quality that provided by the Finance Department at the UoT. A combination of both qualitative and quantitative research approach was conducted in this study. Data were collected through interviews with staff members (n1=15) and a structured questionnaires for students (n2=43). All the key variables from the questionnaire and interview questions were derived from relevant literature. The reliability of dataset was tested through Cronbach’s Alpha value. Data were analysed through SPSS, MoonStats and Excel worksheet. The personal information of all the participants was protected. The findings revealed that there is a gap between students expectation and staff members perception towards the service quality that provided by the Finance Department. Students were generally satisfied with the service quality although staff members perceived that they have made efforts in providing good quality services to them. However, there are areas needs improvements in the service process such as management commitment, employee involvement, regular training programmes for skill development, and etc. This study further recommends that the financing office needs to use SERVQUAL model as an effective tool to track service delivery patterns and its nature of administration along tangibles, unwavering quality, responsiveness, confirmation and compassion measurements within the department. Moreover, SERVQUAL model can be used an useful approach to other service sector for quality improvements within the university.