The dimensions of service quality at college computer center: Scale development and validation

Abstract

In this study, a multi-stage scale development procedure was conducted in order to identify and disclose the factor structure for assessing the service quality of college computer center that is lacking in the literature. The result shows that the service quality of college computer center contains five factors: Tangibles, Responsiveness, Contact, Access, and Security. These five dimensions not only can be used to control the attention paid by users for continuously improving service quality, but also will fulfill the research gap in the service quality literature of college computer center. We believe that this research outcome provides an effective and robust evaluation tool to both college computer centers for conducting appropriate service quality assessment to benefit the general users, and researchers for further investigating service quality issues in college computer center, as we see the LibQual scale to college library in the literature.