Service Quality Evaluation Of University Facility By Using Kano Method

Md.Nor Hayati, Norilani (2019) Service Quality Evaluation Of University Facility By Using Kano Method. Project Report. UTeM, Melaka, Malaysia. (Submitted)

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Abstract

The purpose of this study is to determine the factors affecting service quality and evaluate service performance at higher learning institutions that has facilities which related to the service industry. The university’s facility should be identified and analyzed in terms of the quality of service they provided. For example, the cafeteria, library, and sports complex. In the study, student is required to identify the elements for service attributes/requirements. One of the essential elements that should be taken into consideration is the trust attributes/requirements. For this purpose, questionnaire is distributing to the students in order to elicit the service attributes/requirements, emotional toward service quality, and technical attributes related to service quality. Two questionnaires are constructed which one of it is to identify the quality criteria, and the other one is to identify the quality criteria attributes based on the criteria. Both of these questionnaires will be used in the analysis which is made by using Analytical Network Process (ANP) and Kano Method respectively. ANP is used to determine the dimension of service quality. Subsequently, the service attributes of the selected criteria were evaluated using the Kano method. As an impact, the criteria and attributes that affecting customer selection on cafeteria can be determined and eventually an improvement can be made.

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