Integrating E-SERVQUAL and Kano Model into Quality Function Deployment to Improve Website Service Quality: An Application to University's Website

Abstract

Today's internet technology has been utilized in various fields, one of which is to provide services in the field of education. Internet technology in the form of website enables organizations to provide anywhere anytime services to their customers, thus it is expected increasing customers' satisfaction. This research aims to develop a service design framework that can be used to evaluate the quality of website service at the university and formulate solutions for its improvement, by combining E-SERVQUAL, Kano Model, and Quality Function Deployment (QFD). To demonstrate the use of the proposed framework, we conducted a case study in one of the private universities in Palembang, Indonesia.Step by step of the framework usage is discussed, to provide a better understanding of the framework we are proposing.

Strategies to Improve Quality of Data Dissemination Website: A Case Study of the Central Bureau of Statistics

“…To produce the "how" of the IPA Matric, i.e. the improvement strategies recommendations, the authors conduct some document studies, literature studies (Kesuma, D. P., 2014), and study the discussions delivered by Head of the Central Bureau of Statistics (Suhariyanto, 2018) and Deputy of Statistics Information Methodology, the Central Bureau of Statistics (Nugraha, M. A., 2018) in the yearly coordination meeting.…”

Rancang Bangun Sistem Informasi Manajemen Pada PT. Surya Alumindo Sejahtera (SAS) Berbasis Web

“…Setelah proses perancangan dan pengembangan sistem informasi manajemen untuk PT SAS selesai dilakukan, maka aplikasi yang sudah selesai dibuat diimplementasikan di lingkungan kerja PT SAS dimana pengguna dari aplikasi ini terdiri dari empat bagian, yaitu bagian admin gudang, admin penjualan, admin pembelian dan pimpinan dengan total pengguna berjumlah delapan orang. Untuk mengetahui tingkat keberhasilan aplikasi ini dalam menjawab kebutuhan serta menyelesaikan permasalahan yang ada di PT SAS sebelum diimplementasikannya sistem informasi manajemen ini, yang dapat digambarkan ke dalam bentuk kepuasan pengguna yang merupakan suatu hal yang penting untuk memastikan bahwa sistem yang dijalankan sesuai dengan harapan dari pengguna [10], maka penulis melakukan pengukuran tingkat kepuasan pengguna terhadap aplikasi yang telah dikembangkan ini dengan menggunakan sebuah kuesioner dengan skala likert. Jumlah pertanyaan yang diajukan sebanyak sebelas pertanyaan yang dibagi ke dalam tiga dimensi pengukuran, yaitu mengenai tampilan aplikasi, kepuasan pengguna serta kebutuhan pengguna.…”

Integrating IS Success Model, SERVQUAL and Kano Model into QFD to improve Hospital Information System quality

“…QFD has four phases of implementation and in its usage, QFD is known to have a matrix called House of Quality (HOQ) which comprehensively documents all necessary information such as customer requirements, customer's importance and satisfaction levels in the process to determine product technical priorities that are needed to satisfy the customer [20].…”

“…Finally, QFD integration in the framework not only showed its possibility to be used in the software or information systems field, but also confirmed its easy, yet powerful usage as the quality assurance and management planning tool. The proposed integration model was the result of extension to the previous similar models by [20] [25] in respectively tourism and higher education website.…”