Service quality and correspondence analysis in determining problems with the effective use of computer services

Abstract

Research methodology is the underlying theme of this paper which describes a study conducted into the computer services offered at Henley Management College, in the UK. The study is used as a means of demonstrating service quality gap analysis and correspondence analysis as diagnostic tools. The business school employed two computer networks and a number of standalone systems. There are six different groups of users. Users were sent a self-completion questionnaire and the results were analysed using a spreadsheet and a correspondence analysis package. The paper shows how the reports produced by these research techniques may be used to establish whether the computer service is effective. These reports are also used to identify key problem areas. These powerful research techniques are easily accessible to academics and professional researchers. They are easy to use, inexpensive to acquire and can produce results quickly. The reports produced are highly graphical and are thus easily interpreted, even by relative novices.

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