Assessing Service Quality in the Internal Equipment Maintenance (IEM) Department of Oil and Gas Company Using SERVQUAL Framework a Preliminary Investigation

This study examines service quality within the Internal Equipment Maintenance (IEM) Department of an oil and gas company by applying the SERVQUAL framework to assess key dimensions of service performance. Given the critical role of equipment maintenance in ensuring operational safety and reliability, understanding stakeholders’ perceptions of service quality is essential for continuous improvement. The research utilizes the five SERVQUAL dimensions—tangibles, reliability, responsiveness, assurance, and empathy—to measure the gap between customer expectations and actual service delivery. Data were collected through structured surveys administered to internal clients and department personnel, followed by quantitative analysis to identify areas of strength and weakness in service provision. Findings indicate significant gaps in responsiveness and communication practices, while tangibles and assurance were relatively aligned with internal expectations. The study offers actionable recommendations for enhancing service quality through targeted process improvements, employee training, and performance monitoring systems. By operationalizing the SERVQUAL model within an IEM context, this research contributes to both academic literature and practical strategies for improving maintenance service quality in complex industrial settings.

The study offers actionable recommendations for enhancing service quality through targeted

1. This study on assessing service quality in the Internal Equipment Maintenance (IEM) Department of an oil and gas company using the SERVQUAL framework revealed meaningful insights into how internal clients perceive maintenance services. By systematically comparing expectations with actual service delivery across the five SERVQUAL dimensions—tangibles, reliability, responsiveness, assurance, and empathy—significant service quality gaps were identified, particularly in responsiveness and communication. These gaps highlight areas where the department must focus to enhance overall service effectiveness and client satisfaction. [Google Scholar] [Crossref]

2. The findings demonstrate that while the IEM department performs relatively well in delivering reliable and assured services supported by appropriate facilities and equipment, shortcomings in timely response and personalized support undermine overall perceptions of quality. Addressing these gaps through targeted improvements—such as refining maintenance scheduling procedures, enhancing internal communication channels, and investing in staff training—can strengthen service delivery and foster a more client-centered maintenance culture. [Google Scholar] [Crossref]

3. Ultimately, the application of the SERVQUAL model in this industrial context not only provides actionable feedback for operational improvement but also contributes to a deeper understanding of service quality dynamics within technical support functions in the oil and gas sector. Future research could expand on these findings by integrating qualitative insights and exploring longitudinal changes in service quality following intervention implementation. [Google Scholar] [Crossref]

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