Journal
CURRENT ISSUES IN TOURISM
Volume 19, Issue 11, Pages 1120-1135Publisher
ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
DOI: 10.1080/13683500.2013.839633
Keywords
educational service quality; IPGA; DEMATEL; QFD and HTLP
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Funding
- National Science Council of Taiwan [NSC 98-2410-H-216-001]
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This study aims to integrate importance-performance and gap analysis (IPGA), decision-making trial and evaluation laboratory (DEMATEL), and quality function deployment (QFD) to develop a three-tiered service-quality-improvement model in order to identify critical educational-service-quality deficiencies in hospitality, tourism, and leisure undergraduate programmes and thereafter to formulate applicable service-improvement strategies. Seven hundred and eighty-six valid questionnaires were returned. The IPGA analysis showed 12 service-quality attributes were in the area of Concentrate here'. Out of the 12 attributes, four main cause attributes were found with the DEMATEL analysis. Furthermore, six service-improvement strategies were developed based on experts' in-depth interviews and QFD analysis. The effects of these improvement strategies were fully discussed in the context.
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