Translating the Service Quality Gaps into Strategy Formulation. An Experimental Case Study of a Greek Academic Department
AbstractThe purpose of the current research is to develop a strategic service quality focused framework in a Greek Academic Department, translating its service quality (SQ) gaps into specific strategic directions from a “student-focused” perspective. The research is separated in two parts and follows the recommendations of Tan and Pawitra (2001), using various SQ measurement techniques and management tools. In the first part a SWOT analysis is conducted and a SWOT matrix is produced in order to assess the Department’s position, mission and vision as well as to construct the “Academic” questionnaires based on the SERVQUAL method and the Kano’s Model. The proposed questionnaires were applied in 180 undergraduate students. The second part incorporates the Quality Function Deployment (QFD) framework which is able to translate the customers’ voice (WHATs) into specific processes and measurable actions (HOWs), generating a realistic approach for successful management. The incorporation of SERVQUAL-Kano’s model in the QFD rated the importance of the WHATs, identifying the gaps which function as obstacles in the attainment of the Academic Department’s superior SQ. With the assistance of the SWOT matrix the main strategies of the Academic Department were generated, feeding the HOWs in the QFD. According to the findings, through the student priority level of SERVQUAL and Kano model, the most important SQ dimensions were found to be: Facilities/Equipment/Services, Abilities and Capabilities of Faculty, Educational/Course Content and Department’s Reliability and Reputation. Finally, with the assistance of QFD correlations, a set of strategic directions were proposed such as Accredited Programs, Proactive Partnerships with Corporations, Well-Maintained and Attractive Buildings etc.
Download InfoTo our knowledge, this item is not available for download. To find whether it is available, there are three options:
1. Check below under "Related research" whether another version of this item is available online.
2. Check on the provider's web page whether it is in fact available.
3. Perform a search for a similarly titled item that would be available.
Bibliographic InfoArticle provided by European Research Studies Journal in its journal European Research Studies Journal.
Volume (Year): XV (2012)
Issue (Month): 1 ()
Contact details of provider:
Web page: http://www.ersj.eu/
Service Quality; Higher Education; SERVQUAL; QFD; KANO’s Model; Strategy Formulation;
Find related papers by JEL classification:
- I23 - Health, Education, and Welfare - - Education - - - Higher Education and Research Institutions
- M10 - Business Administration and Business Economics; Marketing; Accounting - - Business Administration - - - General
- D12 - Microeconomics - - Household Behavior - - - Consumer Economics: Empirical Analysis
- O21 - Economic Development, Technological Change, and Growth - - Development Planning and Policy - - - Planning Models; Planning Policy
You can help add them by filling out this form.
reading list or among the top items on IDEAS.Access and download statistics
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Eleni Giannakopoulou).
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
If references are entirely missing, you can add them using this form.
If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.
Please note that corrections may take a couple of weeks to filter through the various RePEc services.