A Cross-Institutional Analysis of Service Quality Improvements Using SPC and SERVQUAL Frameworks in University Registrar Offices

Abstract

Introduction: The quality of services provided by university registrar offices is pivotal for student satisfaction and institutional efficiency. Persistent issues such as long processing times, errors in record-keeping, and inadequate responsiveness necessitate structured approaches for improvement.

Objectives: This study aimed to evaluate and enhance service quality in university registrar offices by integrating Statistical Process Control (SPC) and SERVQUAL frameworks.

Methods: A mixed-methods approach was employed, combining quantitative data from SERVQUAL surveys and SPC analysis with qualitative insights from interviews and focus groups. The SERVQUAL surveys measured service quality across five dimensions, while SPC tools (X-bar, R, and P charts) monitored process variations. The study included 500 respondents for the SERVQUAL survey and 50 participants for qualitative interviews across multiple universities.

Results: The implementation of SPC resulted in significant improvements. Average service delivery times decreased from 16.17 to 11.8 minutes, and error rates reduced from 8% to 2%. Process Capability Indices (Cp and Cpk) indicated enhanced process consistency and reliability. Qualitative data revealed key themes such as enhanced efficiency, improved accuracy, positive staff engagement, and increased student satisfaction. Challenges included initial resistance to change and the need for ongoing training.

Conclusions: The integration of SPC and SERVQUAL frameworks effectively identified and addressed service quality gaps, leading to substantial improvements in service delivery. These findings underscore the value of continuous monitoring and structured quality improvement strategies in higher education. The study's recommendations provide a roadmap for sustaining these improvements and achieving long-term excellence in service quality.