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

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  • 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
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    Citations

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    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).

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