Integrating SERVQUAL and Importance-Performance Analysis for Assessing Smart Campus Service Quality: A Case Study of an English Training Programme in Vietnam

被引：3
|
作者：
Tsai, I-Chang [1 ]
Yeh, Chung-Han [1 ]
机构：
[1] Inst Informat Ind, Digital Educ Inst, Taipei, Taiwan
来源：
15TH IEEE INTERNATIONAL CONFERENCE ON ADVANCED LEARNING TECHNOLOGIES (ICALT 2015) | 2015年
关键词：
importance-performance analysis (IPA); service quality model (SERVQUAL); smart campus;
D O I：
10.1109/ICALT.2015.8
中图分类号：
TP [自动化技术、计算机技术];
学科分类号：
0812 ;
摘要：
With the thriving development of technology devices, the information and communications technology (ICT) industry has shown considerable growth. Recently, smart campuses in developing countries have become a exceptionally large part of the education market because numerous high-tech system and platform companies use their products to provide a total solution in the field of ICT. This study developed an approach for evaluating product or service features that are key drivers of customer satisfaction. A method for integrating service quality model (SERVQUAL) and importance-performance analysis was developed for providing enterprises with services and suggestions that are effectively integrated.
引用
收藏
页码：436 / 440
页数：5
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