Design of education service quality improvement of airlangga university by applying Quality Function Deployment (QFD) model

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

12 Citations (Scopus)

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.

Original languageEnglish
Title of host publication5th International Conference Service Systems and Service Management - Exploring Service Dynamics with Science and Innovative Technology, ICSSSM'08
DOIs
Publication statusPublished - 2008
Event5th International Conference on Service Systems and Service Management, ICSSSM'08 - Melbourne, Australia
Duration: 30 Jun 20082 Jul 2008

Publication series

Name5th International Conference Service Systems and Service Management - Exploring Service Dynamics with Science and Innovative Technology, ICSSSM'08

Conference

Conference5th International Conference on Service Systems and Service Management, ICSSSM'08
Country/TerritoryAustralia
CityMelbourne
Period30/06/082/07/08

Keywords

  • Higher education
  • Improvement
  • Quality function deployment
  • Service quality

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