Integrating SERVQUAL and Importance-Performance Analysis for Assessing Smart Campus Service Quality: A Case Study of an English Training Programme in Vietnam

Abstract

With the thriving development of technology devices, the information and communications technology (ICT) industry has shown considerable growth. Recently, smart campuses in developing countries have become a exceptionally large part of the education market because numerous high-tech system and platform companies use their products to provide a total solution in the field of ICT. This study developed an approach for evaluating product or service features that are key drivers of customer satisfaction. A method for integrating service quality model (SERVQUAL) and importance-performance analysis was developed for providing enterprises with services and suggestions that are effectively integrated.