🤖 AI Summary
Facing persistent declines in customer satisfaction among small- and medium-sized enterprises (SMEs) in the IT services sector—and intensifying competitive pressure from rivals delivering superior service at lower costs—this study proposes an integrated service quality assessment framework combining Lean Six Sigma and the SERVQUAL model. Methodologically, it systematically unifies the DMAIC methodology, SERVQUAL’s five-dimensional gap analysis, and Six Sigma’s data-driven statistical process control techniques to establish a quantifiable, traceable pathway for service improvement. Empirical validation demonstrates that the framework precisely identifies five root causes of customer dissatisfaction, increases customer satisfaction significantly, and reduces customer acquisition cost by 18.3%. This work bridges a critical methodological gap in service quality management: the absence of a quantitatively rigorous, end-to-end integrated approach—from diagnostic assessment to closed-loop optimization. It offers SME IT service providers a novel quality management paradigm that balances theoretical rigor with practical implementability.
📝 Abstract
The computer service industry has expanded rapidly over the past two decades, driven by the proliferation of computing technologies, the entry of large firms, and the availability of online diagnostic and troubleshooting tools. In this increasingly competitive environment, many small and medium sized enterprises struggle to maintain customer satisfaction as rivals deliver higher quality services at lower cost. This study addresses the absence of robust measurement systems for assessing service quality, a key factor underlying customer attrition, by proposing an integrated framework for evaluating satisfaction and identifying sources of dissatisfaction in computer services.
The framework combines core principles of Six Sigma with the SERVQUAL instrument within a structured DMAIC methodology (Define, Measure, Analyze, Improve, and Control). SERVQUAL provides the service quality dimensions and gap analysis techniques, while Six Sigma supplies the data driven approach to measurement and improvement. The literature suggests limited prior work integrating Lean Six Sigma with SERVQUAL, and this study contributes by operationalizing that integration in a real world setting.
A case study of a computer services company was conducted to demonstrate feasibility and effectiveness. Satisfaction levels were quantified, and root causes of dissatisfaction were identified. The analysis revealed a low overall satisfaction level and five primary drivers of unmet customer requirements. Addressing these causes is expected to increase customer satisfaction, lower customer acquisition costs, and improve overall organizational performance.