Design of an information system for assessing service quality (IS-ASQ) at the university of Rwanda College of Science and Technology: Case of selected services

Abstract

This master's thesis presents the Design of the Information System for Assessing Service Quality (IS-ASQ) aimed at improving service delivery and customer satisfaction at the University of Rwanda, College of Science and Technology. The study identified the current challenges in service quality assessment and proposed a comprehensive system to address these issues. The IS-ASQ is designed with user-friendly interfaces, including various modules such as respondent categories, feedback mechanisms, service assessment interface, and service provider login and authentication interface. The research methodology included a detailed analysis of existing systems, user requirements gathering, and the application of design principles to develop an efficient system. The design encompasses system architecture, database design, and user interface design, ensuring the system's scalability, reliability, and usability. The findings indicated that the IS-ASQ can significantly enhance the assessment process by providing real-time feedback, detailed reporting, and streamlined service evaluations. However, the study is limited to the design phase, and future work is needed to complete the development, testing, and implementation stages of the Systems Development Life Cycle (SDLC). The conclusion recommended the continuation of the implementation phase, to ensure its integration with other university systems, and continuous improvement based on user feedback and technological advancements.