Detail Determining the Priority of Critical Service Attributes: An Integrated Model and an Empirical Case Study in the Higher Education Sector (article of Service Science Vol 4, No 4, Dec 2012) Bibliografi Author: Sukwadi, Ronald ; Yang, Ching-Chow ; Fan, Liu Topik: Customer-Oriented; Kano model; Service Quality; Critical Attributes; Priority; JABFUNG-RS-FT-2017-13; JABFUNG-2020-RSFT-13 Bahasa: (EN )     Penerbit: Institute for Operations Research and The Management Sciences (INFORMS)     Tempat Terbit: Hanover    Tahun Terbit: 2012     Jenis: Article - diterbitkan di jurnal ilmiah internasional Fulltext: Lampiran Ronald Revisi B13 .pdf (397.24KB; 4 download) Abstract Today, higher education institutions (HEIs) are realizing the significance of customer-oriented philosophies and quality management systems to help manage their operations on educational services. This paper starts with a review of some previous models and then outlines the results of a study conducted on students at selected Indonesian HEIs to obtain student perspectives of the service quality of those institutions. An integration of the Kano and customer-oriented models using structural equation modeling was applied to determine the priority of critical service attributes in higher education. This integrated model was illustrated empirically in a case study of the industrial engineering departments of four well-known private universities in Jakarta, Indonesia. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

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