An Integrated SERVQUAL and Lean Six Sigma Framework for Measuring Customer Satisfaction in Computer Service Companies

TL;DR

This paper proposes an integrated framework combining SERVQUAL and Lean Six Sigma within a DMAIC methodology to measure and improve customer satisfaction in computer service companies, demonstrated through a real-world case study.

Contribution

It operationalizes the novel integration of Lean Six Sigma and SERVQUAL for service quality assessment in computer services, filling a gap in existing measurement approaches.

Findings

Identified five primary drivers of customer dissatisfaction.

Quantified low overall customer satisfaction levels.

Demonstrated the framework's effectiveness in a real-world case.

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.