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

A QFD-TISM approach for service quality improvement in polytechnic education institutes: a case... The study aims to present a framework to enhance the service quality of polytechnic education institutions (PEIs) enabling the policymakers to address the problems of low enrolment rate and unemployment of the students. A quality function deployment (QFD) methodology has been used to transform stakeholders' expectations into service quality parameters. A total interpretive structural modelling (TISM) approach has been used to prepare a structured hierarchical inter relationship-based model. In the present study, a service quality improvement framework for PEIs has been proposed and different parameters to improve the service quality of PEIs have been prioritised. A service quality improvement framework has been proposed for PEIs in the state of Madhya Pradesh, India. However, outcomes of the study may be used as directions to develop improvement criteria for service quality in engineering educational institutes. This article may facilitate polytechnic education managers, policymakers, and planners, to derive a strategic plan on service quality to attract the students for admissions in PEIs. The proposed framework has been designed to meet the expectations of stakeholders of PEIs. An integration of QFD-TISM approach has been used to convert such expectations into a structured hierarchical interrelationship of service quality criteria. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Applied Systemic Studies Inderscience Publishers

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

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Publisher
Inderscience Publishers
Copyright
Copyright © Inderscience Enterprises Ltd
ISSN
1751-0589
eISSN
1751-0597
DOI
10.1504/IJASS.2020.113248
Publisher site
See Article on Publisher Site

Abstract

The study aims to present a framework to enhance the service quality of polytechnic education institutions (PEIs) enabling the policymakers to address the problems of low enrolment rate and unemployment of the students. A quality function deployment (QFD) methodology has been used to transform stakeholders' expectations into service quality parameters. A total interpretive structural modelling (TISM) approach has been used to prepare a structured hierarchical inter relationship-based model. In the present study, a service quality improvement framework for PEIs has been proposed and different parameters to improve the service quality of PEIs have been prioritised. A service quality improvement framework has been proposed for PEIs in the state of Madhya Pradesh, India. However, outcomes of the study may be used as directions to develop improvement criteria for service quality in engineering educational institutes. This article may facilitate polytechnic education managers, policymakers, and planners, to derive a strategic plan on service quality to attract the students for admissions in PEIs. The proposed framework has been designed to meet the expectations of stakeholders of PEIs. An integration of QFD-TISM approach has been used to convert such expectations into a structured hierarchical interrelationship of service quality criteria.

Journal

International Journal of Applied Systemic StudiesInderscience Publishers

Published: Jan 1, 2020

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