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http://dx.doi.org/10.7469/JKSQM.2019.47.4.807

The Importance-Satisfaction Analysis of Service Quality in University  

Kim, Myung Kyum (The Dept. of Business Administration, Soongsil University)
Park, Jongwoo (The Dept. of Business Administration, Soongsil University)
Publication Information
Journal of Korean Society for Quality Management / v.47, no.4, 2019 , pp. 807-822 More about this Journal
Abstract
Purpose: To increase the competitiveness of the university and improve the quality of education by providing education services that meet the student's satisfaction needs based on the education service quality survey of university students. Methods: A questionnaire consisting of 6 elements and 38 questions was prepared and students were surveyed. The importance and satisfaction ISA analysis was conducted. Results: The results of this study are as follows; there was a difference in the perception of importance and satisfaction by student characteristics regarding the results of educational service quality measurement. Working students need an extra effort in the educational environment and foreign students in student services. Conclusion: The importance of educational service quality-satisfaction survey should be used to identify the factors of educational service quality by student characteristics to improve student satisfaction, improve the quality of education, and support educational services with a strategic approach.
Keywords
Eduction Satisfaction; Students' characteristics; Education service; HedPERF; Important-Satisfaction Analysis;
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Times Cited By KSCI : 1  (Citation Analysis)
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