• Industrial Engineering and Management Systems
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• v.11 no.3
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• pp.241-254
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• 2012

To gain competitive advantage in a fast changing environment, the higher education institution (HEI) must continuously adjust the strategies to that environment. One important strategy is how to determine appropriate practical actions based on what students really need and want. Despite the abundance of research on service quality management, there is no universal consensus on how best to determine appropriate practical actions in HEIs. The aim of this paper is to develop an integrated model to be used to accurately acquire the most critical service attributes and determine appropriate actions that promote student satisfaction. Drawing on relevant literature, an integrated model is proposed which is based on students' perspective by integrating the fuzzy SERVQUAL, refined Kano, and Blue Ocean model. Subsequently, an empirical case study in the higher education sector is described that illustrates the value of the model in determining the most critical attributes and how to improve them.

• IE interfaces
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• v.17 no.1
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• pp.33-45
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• 2004

In the web environment for general information seeking and business-to-customer and business-to-business electronic commerce, users are customers. Understanding their expectations and how they feel about the web sites they use is becoming a very serious concern. While the success of a company or an organization is dependent on many factors, its web site plays a central role. This paper described the use of WebQual2.0 to evaluate the various web sites of B2B and B2C. WebQual2.0 has been extended and refined to encompass an interaction-quality literature. Furthermore, this paper described the use of Kano model to evaluate the various web sites which classified by internet business types. The result showed that the inherent characteristics of B2B and B2C web site should be considered in initial site construction. Further, customers in a web domain do not regard all quality factors as equally important and the rankings of important quality factors differ from one web domain to another. This study was focused on the identifying the weights of web quality factors according to the each web site of the internet business types.