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

fYear

2008

fDate

June 30 2008-July 2 2008

Firstpage

1

Lastpage

6

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;

fLanguage

English

Publisher

ieee

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

Type

conf

DOI

10.1109/ICSSSM.2008.4598543

Filename

4598543