Torres García, Vanessa M.

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Research administration SERVQUAL: A case study on service quality at the University of Puerto Rico Mayaguez R&D Center
(2017) Torres García, Vanessa M.; Córdova Claudio, Mario; College of Business Administration; Ortiz Rodríguez, Rosario; Amador Dumois, María A.; Department of Business Administration; Cruzado, Ivette
This thesis utilizes a case study methodology to analyze and evaluate service quality at a Research Administration Center. The case selected for the study was the University of Puerto Rico Mayagüez Campus’ (UPRM) Research and Development (R&D) Center. The method of analysis required the development and use of a modified SERVQUAL instrument to gather quantitative and qualitative data about investigator expectations and perceptions of service quality for each R&D Center unit. The data was utilized to perform a gap analysis and an impact analysis, the results of which are summarized by individual unit. In all units, investigators prioritized responsiveness and reliability dimensions over all other aspects of service quality. A comparative section was prepared to identify trends and overall R&D Center behavior. The analysis of investigator perceptions reveal various positive aspects and presents areas with high potential for improvement.