Title :
Design of education service quality improvement of Airlangga University by applying Quality Function Deployment (QFD) model
Author :
Wurjaningrum, Febriana
Author_Institution :
Manage. Dept., Airlangga Univ., Surabaya
fDate :
June 30 2008-July 2 2008
Abstract :
This research was aimed to identify the characteristics of higher education service quality wanted by the students as the service users, to determine gaps between perceived quality and expected quality by the students as users and to propose action plans for improving higher education service quality at Airlangga University Surabaya. The method used in this research was quality function deployment (QFD) model within determining service attributes by SERVQUAL model.
Keywords :
educational institutions; quality function deployment; Airlangga University; SERVQUAL model; education service quality improvement; higher education; quality function deployment; Behavioral science; Educational products; Electrical equipment industry; Environmental economics; Humans; Instruments; Optimization methods; Quality assurance; Quality function deployment; Quality management; Higher Education; Improvement; Quality Function Deployment; Service Quality;
Conference_Titel :
Service Systems and Service Management, 2008 International Conference on
Conference_Location :
Melbourne, VIC
Print_ISBN :
978-1-4244-1671-4
Electronic_ISBN :
978-1-4244-1672-1
DOI :
10.1109/ICSSSM.2008.4598543
