Analysis of Service Quality Gaps and Improvement Strategies in Undergraduate-Related Departments at Universities Based on the SERVQUAL Model

Abstract

With the continuous development of higher education, "moral education" has become the core task of university education. To better achieve this goal, the service quality of undergraduate-related departments (Undergraduate Offices) at universities is crucial. This paper uses the SERVQUAL model to deeply analyze the service quality of undergraduate offices, aiming to identify and reduce the expectation gaps between service providers and recipients. Through a literature review and model analysis, this paper explores the cognition gap, standards gap, delivery gap, communication gap, and quality gap, and proposes corresponding improvement strategies. The research results indicate that by enhancing communication, clarifying service standards, improving execution, and utilizing information technology, the service quality of undergraduate offices can be effectively improved. Finally, this paper presents future research directions and practical applications, emphasizing the importance of continuous improvement and multi-stakeholder collaboration.