Please use this identifier to cite or link to this item: http://scholarbank.nus.edu.sg/handle/10635/13584
Title: Analyzing service quality via QFD and SERVQUAL: Applications in accommodation services and distance learning
Authors: ZHANG YU
Keywords: Service Quality, Quality Function Deployment, SERVQUAL, Fuzzy Set Theory, Accommodation Services, Distance Learning
Issue Date: 4-Mar-2004
Source: ZHANG YU (2004-03-04). Analyzing service quality via QFD and SERVQUAL: Applications in accommodation services and distance learning. ScholarBank@NUS Repository.
Abstract: This thesis focuses on issues about how to analyze, measure and improve service quality in specific educational settings, based on the following two models: Quality Function Deployment (QFD) and SERVQUAL. The two models are two popular research methods for evaluating service quality. After a process model to employ fuzzy set theory in SERVQUAL is proposed, two case studies are presented. A case study of identifying and meeting students'needs of accommodation services by the National University of Singapore is presented first. Then, another case study presents how to measure service quality of Internet-based Learning provided by a Chinese major distance learning services provider. We deal with some limitations of the SERVQUAL model in this case study: unstable dimensionality and ambiguity of inputs. A method of measuring perceived service quality based on triangular fuzzy numbers is used.
URI: http://scholarbank.nus.edu.sg/handle/10635/13584
Appears in Collections:Master's Theses (Open)

Show full item record
Files in This Item:
File Description SizeFormatAccess SettingsVersion 
ZhangY.pdf3.96 MBAdobe PDF

OPEN

NoneView/Download

Page view(s)

516
checked on Dec 11, 2017

Download(s)

1,210
checked on Dec 11, 2017

Google ScholarTM

Check


Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.