“Quality components for the educational system: application of the kano model.”  

Oleh:

Sahney, S ; Banwet, D.K.

Jenis: Article from Proceeding
Dalam koleksi: ANQ Congress 19-22 October 2010 New Delhi, page 1-15.
Topik: Customer Satisfaction and Quality Management; Management Education; SERVQUAL; Kano Model.
Fulltext: Dr_Sangeeta_Sahney_IIT_Quality_Components.pdf (108.22KB)

Isi artikel

Educational institutes are on their way towards a “quality orientation” and adoption of customer centric philosophies. The study is an attempt towards the integration of two methodologies so as to be able to identify customer requirements and evaluate service quality on the one hand, and prioritize improvement of service; Service Quality was determined through the application of the SERVQUAL; thereafter, the Kano model was used as a guide to prioritize improvement and enhancement of attributes.

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