With Operation managenment as the module Variables and FormulasModule: Introduction to Programming Reason for Selection: This module is a fundamental course for all students in the IT program, and its service quality directly impacts students' learning experience and success in subsequent modules. SERVQUAL Dimensions: Tangibles, Reliability, Responsiveness, Assurance, and EmpathyConceptsSERVQUAL is a popular instrument for measuring service quality, and it consists of five dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The SERVQUAL questionnaire measures the gap between customers' expectations and perceptions of service quality.Main BodyStep $1$: SERVQUAL Questions Here are ten SERVQUAL questions aligned with the five dimensions:Tangibles: The module materials, such as slides, handouts, and lab manuals, are visually appealing and well$-$organized.Reliability: The module is delivered as planned, and the content is accurate and up$-$to$-$date.Responsiveness: The instructor is available for questions and responds promptly to student inquiries.Assurance: The instructor is knowledgeable, competent, and confident in delivering the module.Empathy: The instructor is approachable, friendly, and sensitive to students' needs and concerns.Tangibles: The lab environment is clean, well$-$equipped, and conducive to learning.Reliability: The lab equipment is functional, and the lab exercises are relevant to the module content.Responsiveness: The lab instructor is available for assistance and provides timely feedback on lab exercises.Assurance: The lab instructor is knowledgeable, competent, and confident in assisting students with lab exercises.Empathy: The lab instructor is approachable, friendly, and sensitive to students' needs and concerns during lab sessions.Step $2$: Likert Scale A five$-$point Likert scale will be used to evaluate the expectations and perceptions of fellow students. The scale ranges from "strongly disagree" to "strongly agree."Step $3$: Gap Analysis The gap between expectations and perceptions will be calculated by subtracting the mean perception score from the mean expectation score for each question. A positive gap indicates that the service quality exceeds students' expectations, while a negative gap indicates that the service quality falls short of students' expectations.Step $4$: Recommendations Based on the gap analysis, the institution can take the following actions to improve the service quality of the Introduction to Programming module:Tangibles: Invest in high$-$quality module materials and lab equipment to enhance the learning experience.Reliability: Ensure that the module is delivered as planned and that the content is accurate and up$-$to$-$date.Responsiveness: Encourage instructors to be more responsive to student inquiries and provide timely feedback on assignments and lab exercises.Assurance: Provide training and development opportunities for instructors to enhance their knowledge and competence in delivering the module.Empathy: Encourage instructors to be more approachable, friendly, and sensitive to students' needs and concerns.Final AnswerThe service quality of the Introduction to Programming module was evaluated using the SERVQUAL instrument, which consists of five dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Ten SERVQUAL questions were developed, and a five$-$point Likert scale was used to evaluate the expectations and perceptions of fellow students. The gap between expectations and perceptions was calculated, and recommendations were provided to improve the service quality of the module. The recommendations include investing in high$-$quality module materials and lab equipment, ensuring that the module is delivered as planned, encouraging instructors to be more responsive to student inquiries, providing training and development opportunities for instructors, and encouraging instructors to be more approachable and sensitive to students' needs and concerns.