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

Ronald Sukwadi (), Ching-Chow Yang () and Liu Fan ()
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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

Service Science, 2012, vol. 4, issue 4, 308-319

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.

Keywords: customer-oriented; Kano model; service quality; critical attributes; priority (search for similar items in EconPapers)
Date: 2012
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Persistent link: https://EconPapers.repec.org/RePEc:inm:orserv:v:4:y:2012:i:4:p:308-319

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