Education is a service industry. It needs to adopt the techniques of other industries in measuring the quality of its services and the satisfaction of its customers. This paper reports on a study of educational institutes in India in terms of how well they meet the needs of local industrial customers. It involves the use of quality function deployment, and a range of statistical techniques, to design and analyze a questionnaire which results in a clear demonstration of a lack of satisfaction. The analysis also identifies those factors which should be specifically addressed to improve quality and customer satisfaction.
Sahney, S., Banwet, D. and Karunes, S. (2003), "Enhancing quality in education: application of quality function deployment – an industry perspective", Work Study, Vol. 52 No. 6, pp. 297-309. https://doi.org/10.1108/00438020310496569Download as .RIS
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