Abstract
This paper aimed to explore the application of SERVQUAL in assessing the performance of in-house detailed engineering design in an engineering management firm. The goal is to evaluate service quality and identify gaps between customer expectations and perceptions across the five service quality dimensions. Results show that customers are dissatisfied with the department's service quality, and negative gaps exist across all 22 questions. Improvements in reliability, assurance, and responsiveness are recommended to enhance customer satisfaction. The study demonstrates a strong correlation between service quality dimensions and contract retention, highlighting the importance of improving service quality for long-term business success.
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