Quality education service: put your feet in their shoes

Ching-Chan Cheng, Ming-Chun Tsai and Chien-Lin Lin

Current Issues in Tourism, 2016, vol. 19, issue 11, 1120-1135

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.

Date: 2016
References: Add references at CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
http://hdl.handle.net/10.1080/13683500.2013.839633 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:taf:rcitxx:v:19:y:2016:i:11:p:1120-1135

Ordering information: This journal article can be ordered from
http://www.tandfonline.com/pricing/journal/rcit20

DOI: 10.1080/13683500.2013.839633

Access Statistics for this article

Current Issues in Tourism is currently edited by Jennifer Tunstall

More articles in Current Issues in Tourism from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().