JOURNAL BROWSE
Search
Advanced SearchSearch Tips
Determining Critical Service Attributes and Appropriate Improvement Actions in Indonesian HEIs
facebook(new window)  Pirnt(new window) E-mail(new window) Excel Download
 Title & Authors
Determining Critical Service Attributes and Appropriate Improvement Actions in Indonesian HEIs
Sukwadi, Ronald; Yang, Ching-Chow;
  PDF(new window)
 Abstract
To gain competitive advantage in a fast changing environment, the higher education institution (HEI) must continuously adjust the strategies to that environment. One important strategy is how to determine appropriate practical actions based on what students really need and want. Despite the abundance of research on service quality management, there is no universal consensus on how best to determine appropriate practical actions in HEIs. The aim of this paper is to develop an integrated model to be used to accurately acquire the most critical service attributes and determine appropriate actions that promote student satisfaction. Drawing on relevant literature, an integrated model is proposed which is based on students' perspective by integrating the fuzzy SERVQUAL, refined Kano, and Blue Ocean model. Subsequently, an empirical case study in the higher education sector is described that illustrates the value of the model in determining the most critical attributes and how to improve them.
 Keywords
SERVQUAL;Fuzzy;Refined Kano Model;Critical Service Attributes;Appropriate Actions;
 Language
English
 Cited by
 References
1.
Benitez, J. M., Martin, J. C., and Roman, C. (2007), Using fuzzy number for measuring quality of service in the hotel industry, Tourism Management, 28(2), 544-555. crossref(new window)

2.
Brochado, A. (2009), Comparing alternative instruments to measure service quality in higher education, Quality Assurance in Education, 17(2), 174-190. crossref(new window)

3.
Brown, R. M. and Mazzarol, T. W. (2009), The importance of institutional image to student satisfaction and loyalty within higher education, Higher Education, 58(1), 81-95. crossref(new window)

4.
Chien, C.-J. and Tsai, H.-H. (2000), Using fuzzy numbers to evaluate perceived service quality, Fuzzy Sets and Systems, 116(2), 289-300. crossref(new window)

5.
Cronin, J. J. Jr. and Taylor, S. A. (1992), Measuring service quality: a reexamination and extension, Journal of Marketing, 56(3), 55-68.

6.
De Ruyter, K., Bloemer, J., and Peeters, P. (1997), Merging service quality and service satisfaction: an empirical test of an integrative model, Journal of Economic Psychology, 18(4), 387-406. crossref(new window)

7.
Gapp, R. and Fisher, R. (2006), Achieving excellence through innovative approaches to student involvement in course evaluation within the tertiary education sector, Quality Assurance in Education: An International Perspective, 14(2), 156-166. crossref(new window)

8.
Ham, L. and Hayduk, S. (2003), Gaining competitive advantages in higher education: analyzing the gap between expectations and perceptions of service quality, International Journal of Value-Based Management, 16(3), 223-242. crossref(new window)

9.
Hill, Y., Lomas, L., and MacGregor, J. (2003), Students' perceptions of quality in higher education, Quality Assurance in Education, 11(1), 15-20. crossref(new window)

10.
Hu, Y.-C. (2009), Fuzzy multiple-criteria decision making in the determination of critical criteria for assessing service quality of travel websites, Expert Systems with Applications, 36(3), 6439-6445. crossref(new window)

11.
Kano, N., Seraku, N., Takahashi, F., and Tsuji, S. (1984), Attractive quality and must-be quality, Journal of the Japanese Society for Quality Control, 14(2), 147-156.

12.
Kim, W. C. and Mauborgne, R. (2005), Blue Ocean Strategy, Harvard Business School Press, Boston, MA.

13.
Kotler, P. and Fox, K. F. A. (1985), Strategic Marketing for Educational Institutions, Prentice-Hall, Englewood Cliff, NJ.

14.
Lee, Y.-C. and Huang, S.-Y. (2009), A new fuzzy concept approach for Kano's model, Expert Systems with Applications, 36(3), 4479-4484. crossref(new window)

15.
Lin, H.-T. (2010), Fuzzy application in service quality analysis: an empirical study, Expert Systems with Applications, 37(1), 517-526. crossref(new window)

16.
Joseph, M., Yakhou, M., and Stone, G. (2005), An educational institution's quest for service quality: customers' perspective, Quality Assurance in Education, 13(1), 66-82. crossref(new window)

17.
Nasser, R. N., Khoury, B., and Abouchedid, K. (2008), University students' knowledge of services and programs in relation to satisfaction: a case study of a private university in Lebanon, Quality Assurance in Education, 16(1), 80-97. crossref(new window)

18.
Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1985), A conceptual model of service quality and its implications for future research, Journal of Marketing, 49(4), 41-50.

19.
Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1988), SERVQUAL: a multi-item scale measuring consumer perceptions of service quality, Journal of Retailing, 64(1), 12-37.

20.
Sheehan, N. T. and Vaidyanathan, G. (2009), Using a value creation compass to discover 'Blue Oceans,' Strategy and Leadership, 37(2), 13-20.

21.
Yang, C. C. (1993), The application of two-dimensional quality model on service quality, Quality Control Monthly, 29(5), 27-33.

22.
Yang. C. C. (2005), The refined Kano's model and its application, Total Quality Management, 16(10), 1127- 1137. crossref(new window)

23.
Yang, C. C. and Yang, K. J. (2011), An integrated model of value creation based on the refined Kano's model and the blue ocean strategy, Total Quality Management and Business Excellence, 22(9), 925-940. crossref(new window)

24.
Yeo, R. K. (2008), Brewing service quality in higher education: characteristics of ingredients that make up the recipe, Quality Assurance in Education, 16(3), 266-286. crossref(new window)

25.
Zadeh, L. A. (1965), Fuzzy sets, Information and Control, 8(3), 338-353. crossref(new window)

26.
Zeithaml, V. A., Berry, L. L., and Parasuraman, A. (1996), The behavioral consequences of service quality, Journal of Marketing, 60(2), 31-46.