Analysis of University Education Satisfaction: Based on Kano’s Service Quality Model
AUTHORS
Young-ju Hur,31020 General Education, Namseoul University, 91 Daehak-ro Seonghwan-eup Sebuk-gu Cheonan-si Chungcheongnam-do S. Korea
ABSTRACT
The purpose of this study is to find suggestion and implications to improve the quality of university educational service, by using a Kano’s two-dimensional model to categorize university student's perception of service quality elements of university education. The following suggestions were made based on the results of this study to improve educational satisfaction. There is a need to improve the specialization of the major curriculum and the educational contents of the general education curriculum, to cultivate culture within the general education curriculum. Also, it is necessary to develop and provide learning programs and volunteer programs for students and need to be improved for administrative services and facilities, and there needs to be increased scholarship support.
KEYWORDS
Kano’s Service Quality Model, University Education Service, Student’s Satisfaction, Service Quality
REFERENCES
[1] H. Choi, S. Chung and K. Choi, “A study on the service quality of college education using KANO Model and Timko’s customer satisfaction coefficient: Focusing on the case of small and medium-sized university and college”, Journal of Korea Service Management Society, Vol.15, No.4, pp. 1-18, (2014).
[2] Min, C.K. Min, K.B. Park, S.I. Jeong and K.C. Jeong, “Strategy for enhancing S&T Competitiveness of university in conjunction with recent trend towards restructuring”, Policy Research, 2010-15, STEPI, (2010).
[3] C. Oh, “The research related with university education service quality using Kano model and the satisfaction factors of Timko: Based n Taekwondo department”, Doctoral Dissertation, Kyunghee University, (2016).
[4] J.H. Lee, “The Moderating Effects of Self-participation Regarding the Impact of Education Service Quality on Student Satisfaction-Focusing on the Major of Food Service and Culinary Arts”, The Korean Journal of Culinary Research, Vol.18, No.1, pp. 246-258, (2012).
[5] N. Kano, N. Seraku, F. Takahashi and S. Tsuji, “Attractive quality and must-be quality”, The Journal of the Japanese Society for Quality Control, Vol.14, No.2, pp. 39-48, (1984).
[6] D. Walden, “Introduction to Kano's methods”, Center for Quality of Management Journal, Vol. 2, No. 4, pp. 6, (1993).
[7] P. Zhang and G.M. Dran, “Satisfiers and Dissatisfiers: A Two-factor Model for website design and evaluation”, Journal of the American Society for Information Science, Vol. 51, No. 14, pp. 1253-1268, (2000).
[8] D. Walden, “Introduction to Kano’s methods”, Center for Quality of Management Journal, Vol.2, No.4, pp.6, (1993).
[9] G. Kim, “The Kano approach to e-service quality evaluation: A comparative analysis of Korean and American Consumers”, Doctoral Dissertation, Keimyung University, (2003).