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Determining the Priority of Critical Service Attributes: An Integrated Model and an Empirical Case Study in the Higher Education Sector

Author

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  • Ronald Sukwadi

    (Department of Industrial Engineering, Atma Jaya Catholic University, Jakarta 12930, Indonesia; and Department of Industrial and Systems Engineering, Chung Yuan Christian University, Chung Li, Taiwan 32023, Republic of China)

  • Ching-Chow Yang

    (Department of Industrial and Systems Engineering, Chung Yuan Christian University, Chung Li, Taiwan 32023, Republic of China)

  • Liu Fan

    (College of Economics and Management, Shandong University of Science and Technology, Qingdao 266510, Shandong, People's Republic of China)

Abstract

Today, higher education institutions (HEIs) are realizing the significance of customer-oriented philosophies and quality management systems to help manage their operations on educational services. This paper starts with a review of some previous models and then outlines the results of a study conducted on students at selected Indonesian HEIs to obtain student perspectives of the service quality of those institutions. An integration of the Kano and customer-oriented models using structural equation modeling was applied to determine the priority of critical service attributes in higher education. This integrated model was illustrated empirically in a case study of the industrial engineering departments of four well-known private universities in Jakarta, Indonesia.

Suggested Citation

  • Ronald Sukwadi & Ching-Chow Yang & Liu Fan, 2012. "Determining the Priority of Critical Service Attributes: An Integrated Model and an Empirical Case Study in the Higher Education Sector," Service Science, INFORMS, vol. 4(4), pages 308-319, December.
    • Handle: RePEc:inm:orserv:v:4:y:2012:i:4:p:308-319
    DOI: 10.1287/serv.1120.0023
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    Cited by:

    1. Kushwanth Koya & Gobinda Chowdhury, 2020. "Cultural Heritage Information Practices and iSchools Education for Achieving Sustainable Development," Journal of the Association for Information Science & Technology, Association for Information Science & Technology, vol. 71(6), pages 696-710, June.

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