Operational excellence using gap analysis: UAE IT centers case study

Abstract

here is a high demand on distance learning due to COVID 19 pandemic. As a result, the information technology centers of any educational institution are playing an important role in maintaining the quality of education. It is very vital to assess and enhance the IT service performance. The motivation behind this research paper is to measure the operational excellence by applying gap analysis technique. The SERVQUAL tool is used in this research study in the information technology centers in three universities in United Arab Emirates.