Keywords

Lean six sigma, servqual, customer satisfaction

Abstract

The computer service industry has been expanding dramatically due to the increase in the number of computing machineries in the last two decades. The entrance of large size companies in the market and the release of online tools that have the ability for diagnosing and troubleshooting hardware and software issues have boosted the competition. In the meantime, many of the small and medium size companies find themselves unable to keep their customers satisfied since their competitors provide high quality service with lower cost. The lack of a good measurement system to assess and analyze the satisfaction level with the provided service is the fundamental cause of customer decline. The aim of this study is to construct a robust framework to measure customer satisfaction and highlight the root causes of dissatisfaction in the computer service sector. This framework brings together the key aspects of Six Sigma and SERVQUAL instruments into a structured approach to measure and analyze customer satisfaction with computer services. It deploys the DMAIC problem solving methodology along with the SERVQUAL model, which contributes service dimensions and the Gap Analyze technique. Literature review indicates there have not been enough studies conducted to integrate Lean Six Sigma with SERVQUAL. To explore the effectiveness of the current framework, a computer service company has been selected. The satisfaction levels are calculated and the root causes of dissatisfaction have been identified. With a low overall customer satisfaction level, the company did not fulfill their customer requirements due to five major causes. Eliminating those causes will boost customer satisfaction, reduce the cost of acquiring new customers and improve the company performance in general.

Notes

If this is your thesis or dissertation, and want to learn how to access it or for more information about readership statistics, contact us at STARS@ucf.edu

Graduation Date

2014

Semester

Spring

Advisor

Elshennawy, Ahmad

Degree

Master of Science in Industrial Engineering (M.S.I.E.)

College

College of Engineering and Computer Science

Department

Industrial Engineering and Management Systems

Degree Program

Industrial Engineering

Format

application/pdf

Identifier

CFE0005117

URL

http://purl.fcla.edu/fcla/etd/CFE0005117

Language

English

Release Date

May 2015

Length of Campus-only Access

None

Access Status

Masters Thesis (Open Access)

Subjects

Dissertations, Academic -- Engineering and Computer Science; Engineering and Computer Science -- Dissertations, Academic

Download

Share

COinS