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A SERVQUAL and QFD approach to total quality education: A student perspective

Sangeeta Sahney (Department of Management Studies, Indian Institute of Technology, Roorkee, Uttaranchal, India)
D.K. Banwet (Department of Management Studies, Indian Institute of Technology, New Delhi, India)
S. Karunes (Department of Management Studies, Indian Institute of Technology, New Delhi, India)

International Journal of Productivity and Performance Management

ISSN: 1741-0401

Article publication date: 1 March 2004

6589

Abstract

Educational institutions like other organizations are realizing the significance of customer‐centered philosophies and are turning to approaches such as total quality management to help manage their businesses. This paper starts with the background theory and then outlines the results of a study conducted on students within selected educational institutions in India to obtain a student perspective of the quality of those institutions. The SERVQUAL methodology was applied to identify the gap between customer expectations and perceptions of the actual service received. The quality function deployment technique was then used to identify the set of minimum design characteristics/quality components that meet the requirements of student as customers of the educational system.

Keywords

Citation

Sahney, S., Banwet, D.K. and Karunes, S. (2004), "A SERVQUAL and QFD approach to total quality education: A student perspective", International Journal of Productivity and Performance Management, Vol. 53 No. 2, pp. 143-166. https://doi.org/10.1108/17410400410515043

Publisher

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Emerald Group Publishing Limited

Copyright © 2004, Emerald Group Publishing Limited

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