The Higher Education TechQual+ Project has its origins in a pilot assessment conducted at Texas A&M University at Qatar in the Spring of 2006. Under the leadership of Dr. Timothy M. Chester, the management team of Information Technology Services (ITS) worked to build a survey to gather feedback from the TAMUQ community of end users, in a way that would provide objective criteria for service and project planning.
The team modeled its work on the existing SERVQUAL and IS SERVQUAL approaches. Particular attention was paid to pioneering work by the leadership of Texas A&M University Libraries and their partners from the Association of Research Libraries, who had developed the LibQual+ assessment tools. The LibQual+ conceptual model itself was also based on SERVQUAL.
Following the success of the pilot project, a research project was commissioned by Dr. Timothy Chester. The goal of the project was to develop a generalizable survey instrument that could be adopted by IT organizations in higher education. The TechQual+ survey is delivered through this Web site, thereby shielding participating institutions from the complexities of designing a survey, communicating with respondents, and analyzing survey results.
The TechQual+ core survey has been developed through multiple rounds of qualitative and quantitative data collection from participating institutions. The TechQual+ instrument is continuously refined as new data are generated. The goal of the project is to understand what end users expect from IT organizations and then to allow a systematic exploration of the IT service outcomes in a way that provides for comparisons across institutions.
Additional information regarding the project, including the formal research design, institutional review board (IRB) documents, transcripts of project meetings, and power-point slides are available inside the password protected area of this Web site. To access these materials, you must register, by following the Signup link at the upper right hand corner of this page.
The TechQual+ project team is grateful for the exceptional contributions made by the staff of the Texas A&M University Libraries as they developed and implemented the LibQual+ process. The success of the TechQual+ project will be due in large part to inspiration derived from the pioneering research that resulted in LibQual+.