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Quality education service: put your feet in their shoes

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  • Ching-Chan Cheng
  • Ming-Chun Tsai
  • Chien-Lin Lin

Abstract

This study aims to integrate importance-performance and gap analysis (IPGA), decision-making trial and evaluation laboratory (DEMATEL), and quality function deployment (QFD) to develop a three-tiered service-quality-improvement model in order to identify critical educational-service-quality deficiencies in hospitality, tourism, and leisure undergraduate programmes and thereafter to formulate applicable service-improvement strategies. Seven hundred and eighty-six valid questionnaires were returned. The IPGA analysis showed 12 service-quality attributes were in the area of ‘Concentrate here’. Out of the 12 attributes, four main cause attributes were found with the DEMATEL analysis. Furthermore, six service-improvement strategies were developed based on experts' in-depth interviews and QFD analysis. The effects of these improvement strategies were fully discussed in the context.

Suggested Citation

  • Ching-Chan Cheng & Ming-Chun Tsai & Chien-Lin Lin, 2016. "Quality education service: put your feet in their shoes," Current Issues in Tourism, Taylor & Francis Journals, vol. 19(11), pages 1120-1135, September.
    • Handle: RePEc:taf:rcitxx:v:19:y:2016:i:11:p:1120-1135
    DOI: 10.1080/13683500.2013.839633
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    Cited by:

    1. Bao, Tiantian & Liu, Yifan & Yang, Zhongzhen & Wu, Shanhua & Yan, Zhenli, 2024. "Evaluating sustainable service quality in higher education from a multi-stakeholder perspective: An integrated fuzzy group decision-making method," Socio-Economic Planning Sciences, Elsevier, vol. 92(C).

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