Integrating SERVQUAL and Statistical Process Control Techniques for Service Quality Improvements in a University's Registrar Office

This study investigates the impact of integrating Statistical Process Control (SPC) with the SERVQUAL framework to enhance service quality in the Registrar's Office of a Philippine university. The mixed-methods research design involved both qualitative and quantitative analyses to comprehensively assess service delivery improvements. The qualitative component included thematic analysis of interviews with administrators, staff, and students, revealing significant themes such as improved process efficiency, enhanced communication, technological advancements, better staff training, and personalized student support. The quantitative component employed SPC tools, including X-bar, R chart, and P chart, to monitor service delivery times and error rates. Results demonstrated substantial reductions in variability and error rates, with service delivery times stabilizing within control limits post-SPC implementation. The integration of SERVQUAL and SPC proved effective in identifying and addressing service quality gaps, leading to significant improvements in operational efficiency and customer satisfaction. This study provides a model for enhancing service quality in educational administration through continuous process monitoring and customer feedback integration.