TY - GEN
T1 - Design of education service quality improvement of airlangga university by applying Quality Function Deployment (QFD) model
AU - Wurjaningrum, Febriana
PY - 2008
Y1 - 2008
N2 - 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.
AB - 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.
KW - Higher education
KW - Improvement
KW - Quality function deployment
KW - Service quality
UR - http://www.scopus.com/inward/record.url?scp=52249110929&partnerID=8YFLogxK
U2 - 10.1109/ICSSSM.2008.4598543
DO - 10.1109/ICSSSM.2008.4598543
M3 - Conference contribution
AN - SCOPUS:52249110929
SN - 9781424416721
T3 - 5th International Conference Service Systems and Service Management - Exploring Service Dynamics with Science and Innovative Technology, ICSSSM'08
BT - 5th International Conference Service Systems and Service Management - Exploring Service Dynamics with Science and Innovative Technology, ICSSSM'08
T2 - 5th International Conference on Service Systems and Service Management, ICSSSM'08
Y2 - 30 June 2008 through 2 July 2008
ER -
