Identifying educational services quality using quality function deployment model (QFD) and, analytic hierarchy process (AHP)

Abstract

Using new methods of quality engineering in service industries in recent decades has grown dramatically. These industries than goods industries have special features. Particularly considering that higher education in developing countries is a serious quality problem, to improve this situation it is essential that quality tools are used. Quality function development (QFD) is one of modern engineering methods based on the quality and attention to customer voice and transfer it to the whole organization to design and production which is consistent with customer demands. In this study, the use of quality function development (QFD) to identify the demands of students from the education field in Industrial Management Organization of Tabriz. Finally, demands were classified to five dimensions as professor's features, classroom content, how to teach, the class structure and educational facilities. The service features to meet the demands identified by professionals including four generally dimensions, teachers, content, industry and the technical. This service features prioritized using hierarchical analysis (AHP) and its related software (expert choice). Results showed that the three top priorities to achieve high quality education are: intimate character professors, classroom discussions encourage and case study. Key words: Services quality, services quality of higher education, quality function development (QFD), analytic hierarchy process (AHP).