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

Abstract

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.