IDEAS home Printed from https://ideas.repec.org/a/ids/ijpqma/v21y2017i1p129-141.html
   My bibliography  Save this article

Customer satisfaction measurement using SERVQUAL model, integration Kano and QFD approach in an educational institution

Author

Listed:
  • Arash Apornak

Abstract

Customer satisfaction measurement as a competitive advantage in organisations lead satisfactory of customers, in order to this measurement QFD is an instrument with descriptive information and experts advices for analysing customers' demands and translating them into their required productions. Identify customers' needs is one of the most important things in gaining customers satisfaction. Kano model can divide needs in three categories that are named 'must be, attractive and dimensional'. We can integrate QFD and Kano for identifying customers' needs. The classification of customers' needs lead to present services and products that the customers want. In this paper in our case study by using Kano model in QFD with classification customers' needs, we focus on a semi modern college. The results illustrate that teachings method has the most important relative weight toward the others and in technical requirements; using experienced teachers that we arrange it into basic need in Kano model was the most important customers' needs than the others.

Suggested Citation

  • Arash Apornak, 2017. "Customer satisfaction measurement using SERVQUAL model, integration Kano and QFD approach in an educational institution," International Journal of Productivity and Quality Management, Inderscience Enterprises Ltd, vol. 21(1), pages 129-141.
    • Handle: RePEc:ids:ijpqma:v:21:y:2017:i:1:p:129-141
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=83287
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Željko Stević & Irena Đalić & Dragan Pamučar & Zdravko Nunić & Slavko Vesković & Marko Vasiljević & Ilija Tanackov, 2019. "A new hybrid model for quality assessment of scientific conferences based on Rough BWM and SERVQUAL," Scientometrics, Springer;Akadémiai Kiadó, vol. 119(1), pages 1-30, April.
    2. Vivek B. Kamat & Jayant K. Kittur, 2019. "Devising smart strategic framework for assessment of quality in engineering education," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 10(6), pages 1403-1428, December.
    3. Uzir, Md. Uzir Hossain & Al Halbusi, Hussam & Thurasamy, Ramayah & Thiam Hock, Rodney Lim & Aljaberi, Musheer A. & Hasan, Najmul & Hamid, Mahmud, 2021. "The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijpqma:v:21:y:2017:i:1:p:129-141. See general information about how to correct material in RePEc.

    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.

    We have no bibliographic references for this item. You can help adding them by using 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 RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=177 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.