A QFD-TISM approach for service quality improvement in polytechnic education institutes: a case study

2020 ◽  
Vol 9 (2) ◽  
pp. 85
Author(s):  
Pramod Kinker ◽  
Vikas Swarnakar ◽  
Rajeev Jain ◽  
A.R. Singh
Keyword(s):  
Quality Improvement ◽  
Service Quality

Competitive service quality improvement (CSQI): a case study in the fast-food industry

2004 ◽  
Vol 4 (2) ◽  
pp. 75-84 ◽  
Author(s):  
Seok-hoon Lee ◽  
Yong-pil Kim ◽  
Nigel Hemmington ◽  
Deok-kyun Yun
Keyword(s):  
Quality Improvement ◽  
Service Quality ◽  
Fast Food ◽  
Food Industry ◽  
Fast Food Industry

An innovative and integrated approach based on SERVQUAL, QFD and FMEA for service quality improvement

Kybernetes ◽  
2019 ◽  
Vol 49 (10) ◽  
pp. 2419-2453 ◽  
Author(s):  
Serkan Altuntas ◽  
Semih Kansu
Keyword(s):  
Quality Improvement ◽  
Service Quality ◽  
Quality Function Deployment ◽  
Public Hospital ◽  
Failure Modes ◽  
Quality Measurement ◽  
Integrated Approach ◽  
Content Type ◽  
Integrated Methodology

Purpose The purpose of this paper is to propose an innovative and integrated approach based on service quality measurement (SERVQUAL), quality function deployment (QFD) and failure modes and effects analysis (FMEA) for service quality improvement. Design/methodology/approach The SERVQUAL scale is used for service quality measurement, QFD is used for service design and FMEA is used to prevent possible failures during service delivery. Findings A case study in a public hospital in Turkey is performed to show how the proposed approach works in practice. The results of the study show that the proposed approach can be used effectively to assess service quality in practice. Originality/value Service quality has become an important issue for service enterprises facing a fiercely competitive environment to provide sustainability. This is the first study that applies an integrated methodology based on SERVQUAL scale, QFD and FMEA to service quality improvement.

SEKOLAH GRATIS DAN MUTU SEKOLAH: STUDI KASUS DI SMAN 2 BABAT TOMAN MUSI BANYUASIN SUMSEL

2015 ◽  
Vol 8 (1) ◽  
pp. 1
Author(s):  
Afriantoni Afriantoni ◽  
Ibrahim Ibrahim
Keyword(s):  
Quality Improvement ◽  
Qualitative Method ◽  
School Quality ◽  
School Policy ◽  
School Education ◽  
Education Quality ◽  
Free School ◽  
School Costs

This study aimed to describe in depth between the link of school policy and the school quality improvement. The method in this study is a qualitative method using the case study presented descriptively. This research was conducted at SMA Negeri 2 Babat Tomat Kabupaten Musi Banyuasin. Based on this study it was found that the First, free school policy can help the economy / ease the burden of school costs to be incurred by the parents. Second, the policy constraints of the application for free school educa-tion at SMAN 2 Babat Toman is not very effective, so that the students' interest is not increasing, infrastructure is one of the obstacles in the implementation of free school education, how the quality of schools will be increased if it is not supported by facilities and complete infrastructure. Third, the quality of school education free SMAN 2 Babat Toman already realized well with regard to input, input turns unselected maximum, that is the students. Fourth, the implementation of free school education in Banyuasin, the quality of school SMAN 2 Babat Toman Muba Sumsel was not increased. This means that the implementation for free school education quality of school SMAN 2 Babat Toman was not increased.Keywords : free schools, school quality, case studies

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