Quality education service: put your feet in their shoes. Issue 11 (18th September 2016)

• Record Type: Journal Article
• Authors: Cheng, Ching-Chan; Tsai, Ming-Chun; Lin, Chien-Lin
• Is Part Of: Current issues in tourism. Volume 19:Issue 11(2016)
• Page Start: 1120
• Page End: 1135
• Publication Date: 2016-09-18
• Subjects: educational service quality -- IPGA -- DEMATEL -- QFD and HTLP; Tourism -- Social aspects -- Periodicals; Tourism -- Environmental aspects -- Periodicals; Travel -- Periodicals; 338.479105
• DOI: 10.1080/13683500.2013.839633
• Languages: English
• ISSNs: 1368-3500

Abstract

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.