Quality Function Deployment in Higher Education

2014 ◽  
Vol 5 (1) ◽  
pp. 1-13 ◽  
Author(s):  
Tinu Agrawal ◽  
Jitendra Sharma
Keyword(s):  
Higher Education ◽  
Literature Review ◽  
Service Quality ◽  
Quality Function Deployment ◽  
Quality Measurement ◽  
Service Operations ◽  
Quality Function ◽  
Quality Tool

Quality has always been a key concern for product and service operations. Decades have been spent in research for quality measurement and enhancement techniques. Various models have time and again been proposed by researchers around the globe. Inspite of the constant rigor in the study of this concept, very few tools devised and defined by researchers and academicians have been successfully put to practice. The underlying phenomena in service quality measurement are indeed complex to understand, interpret and measure. Through this paper the authors intend to present the developments of one such quality tool which has the ability to generate creative and novel solutions is Quality Function Deployment (QFD). This paper presents a detailed literature review on the topic and application of QFD in higher education. This literature review is based on publications and web sources.

MANAJEMEN KUALITAS JASA PERAWATAN MOTOR DENGAN METODE SERVQUAL, QUALITY FUNCTION DEPLOYMENT DAN MODEL KANO

2017 ◽  
Vol 11 (1) ◽  
pp. 61
Author(s):  
Risky Ramadhano ◽  
Anjar Priyono
Keyword(s):  
Literature Review ◽  
Service Quality ◽  
Quality Function Deployment ◽  
Service Performance ◽  
House Of Quality ◽  
Model Quality ◽  
Managerial Implication ◽  
Quality Function ◽  
Kano’S Model ◽  
The Relationship

The objective of this paper is to investigate the attributes of services at a scooter maintenance centreand how to improve the attributes. As many as 40 customers participated in this study to identify theattributes. The instrument was developed through a combination of literature review, interview focusgroup discussion. Unlike many other studies that assume a linear relationship between servicesattributes and customer satisfaction, this study considers the relationship as non-linear. For thisreason, this study does not only use Service Quality (SERVQUAL) Model but also Kano’s Modelwhich was combined with Quality Function Deployment. The analysis demonstrated that there were13 attributes required by customers of which 4, 5 and 4 were categorised as attractive, onedimensional and must-berespectively according to Kano’s Model. Managerial implication and futureresearch recommendation are also presented at the end of the paper.Keywords: Service quality, Kano’s Model, Quality Function Deployment, Service Performance, Voiceof Customer, House of Quality

scholarly journals ANALISIS MUTU LAYANAN UNIT REKAM MEDIS BERDASARKAN KEPUASAN PELANGGAN INTERNAL DENGAN MENGGUNAKAN METODE SERVICE QUALITY DAN QUALITY FUNCTION DEPLOYMEN DI RSU IPI MEDAN TAHUN 2018

2019 ◽  
Vol 5 (1) ◽  
pp. 63-69
Author(s):  
Siti Permata Sari Lubis ◽  
Putri Zebua
Keyword(s):  
Service Quality ◽  
Quality Function Deployment ◽  
House Of Quality ◽  
Quality Function ◽  
Quality Tool

Penyelenggaraan rekam medis yang menjadi salah satu indikator mutu pelayanan rumah sakit. Untuk meningkatkan kualitas layanan, yaitu kepuasan konsumen maka dilakukan analisa dengan menggunakan metode Service Quality dengan teknik Quality Function Deployment (QFD). Tujuan penelitian ini Untuk menganalisis mutu layanan Unit rekam medis di RSU IPI Medan berdasarkan kepuasan pelanggan internal dengan metode service quality dan quality function deploymen. Penelitian ini menggunakan jenis penelitian deskriptif yang dilakukan pada bulan juni-juli 2018 dengan sampel 44 pelanggan internal dari 220 pelanggan internal RS. Hasil gab Ruang Penyimpanan yang luas (-136), Jumlah Pegawai (-97), Keamanan penyimpanan berkas rekam medis (-94),  Letak gedung (URM) yang strategis dari rawat inap (-83), Kesesuai informasi (-57). Berdasarkan House of Quality tool dari Quality Function Deployment, perbaikan yang direkomendasikan  berdasarkan gab terbesar. Kepada pihak rumah sakit diharapkan memenuhi kebutuhan pelanggan internal untuk meningkatkan mutu layanan unit rekam medis.

scholarly journals Analisis Service Quality di Puskesmas X Surabaya dengan Quality Function Deployment

2018 ◽  
Vol 3 (2) ◽  
pp. 111-126
Author(s):  
Puspandam Katias ◽  
Fuji Rahayu
Keyword(s):  
Health Service ◽  
Service Quality ◽  
Quality Function Deployment ◽  
Community Health Center ◽  
City Government ◽  
Health Service Provider ◽  
Unit Of Analysis ◽  
Quality Function ◽  
Measurement Results ◽  
Perception Gap

Abstract: As a health service provider under the management of the Surabaya City Government, the puskesmas (community health center) which is the unit of analysis is committed to improving and maintaining the services provided to its customers. In this study, the integration of service quality methods is used by measuring the perception gap and expectations of servqual measurement results which then design customer satisfaction performance through quality function deployment, the application of the combination of the two methods is expected to contribute to the improvement of puskesmas performance. The results of the study are expected to be able to objectively find the gap of each dimension of servqual and provide recommendations from the analysis of quality function deployment.

scholarly journals Service quality in higher education: Study of Turkish students in Malaysian universities

2014 ◽  
Vol 1 (3) ◽  
pp. 1-9 ◽  
Author(s):  
Amran Md Rasli ◽  
Mansoor Ahmed Bhatti ◽  
Nadhirah Norhalim ◽  
Tan Owee Kowang
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Higher Education Institutions ◽  
Quality Measurement ◽  
Gap Model ◽  
Perceived Service Quality ◽  
Education Study ◽  
Stratified Sample ◽  
The Difference ◽  
Quality In Higher Education

The Article attempts to analyze service quality in higher education institutions of Malaysia. The study used the Gap Model presented by Parasuraman et al. (1985, 1988) to identify the difference between expected quality and perceived quality in higher education institutions of Malaysia. The study focused to identify gaps of Turkish students in Malaysian universities Five basic dimensions of service quality measured through SERVQUAL (Instrument for service quality measurement). These dimensions are tangibles, reliability, responsiveness, assurance, and empathy. A stratified sample of 41 Turkish students has been selected from top five public universities in Malaysia. Results showed a negative service quality gap in higher education institutions of Malaysia from Turkish students’ perception which indicated perceived service quality is below than expectations of Turkish students in Malaysian universities.

Airport service quality dimension and measurement: a systematic literature review and future research agenda

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Agus Usman ◽  
Yudi Azis ◽  
Budi Harsanto ◽  
Anton Mulyono Azis
Keyword(s):  
Literature Review ◽  
Service Quality ◽  
Systematic Literature Review ◽  
Quality Measurement ◽  
Research Direction ◽  
Future Research ◽  
Content Type ◽  
Publish Or Perish ◽  
Future Research Agenda ◽  
Passenger Satisfaction

PurposeThe purpose of this paper is to outline the evolution of research on airport service quality and measurement index of passenger satisfaction to explore opportunities for future research direction.Design/methodology/approachA systematic literature review was conducted involving a total final sample 27 articles published during 2000–2020, the source of the database used in this study is Emerald, ScienceDirect, Harzing's Publish or Perish with API Key based on set of inclusion/exclusion criteria for analysis and synthesis to meet the purpose of the paper.FindingsDimensions of measuring airport service quality are currently based on a process approach. There are eight dimensions of ASQ measurement practiced by the industry, which is different from the five dimensions of service quality measurement generally. There is still a theoretical and empirical gap, so one of the challenges in applying the ASQ measurement dimensions is bridging research with applications in the airport industry. Other findings, research on airport service quality measurement is currently focused on passenger satisfaction. The integration of expectation-disconfirmation theory and service profit chain models can be used in service quality, passenger satisfaction and profitability.Research limitations/implicationsThis paper seeks to contribute to and analyze limited articles on service quality at airports and identify further research areas.Originality/valueThis paper tries to explain the development of research on the dimensions of measuring service quality at airports. The author identifies a gap in airport service quality measurement dimensions used by researchers and the industry. The author believes that this study can provide a comprehensive thought on using airport service quality measurement dimensions for future research.

scholarly journals Service Quality Improvement by Using the Quality Function Deployment (QFD) Method at the Government General Hospital

2019 ◽  
Vol 1363 ◽  
pp. 012095 ◽  
Author(s):  
Abdurrozzaq Hasibuan ◽  
Luthfi Parinduri ◽  
Oris Krianto Sulaiman ◽  
Abdul Rahman Suleman ◽  
Adek Khadijatul Z Harahap ◽  
...  
Keyword(s):  
Quality Improvement ◽  
Service Quality ◽  
General Hospital ◽  
Quality Function Deployment ◽  
Quality Function ◽  
The Government ◽  
Qfd Method
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