Title: A QFD-TISM approach for service quality improvement in polytechnic education institutes: a case study

Authors: Pramod Kinker; Vikas Swarnakar; Rajeev Jain; A.R. Singh

Addresses: Department of Mechanical Engineering, National Institute of Technology, Raipur, 492010, Chhattisgarh, India ' Department of Mechanical Engineering, National Institute of Technology, Raipur, 492010, Chhattisgarh, India ' Department of Mechanical Engineering, Kalaniketan Polytechnic College, Jabalpur, 482001, Madhya Pradesh, India ' Department of Mechanical Engineering, National Institute of Technology, Raipur, 492010, Chhattisgarh, India

Abstract: The study aims to present a framework to enhance the service quality of polytechnic education institutions (PEIs) enabling the policymakers to address the problems of low enrolment rate and unemployment of the students. A quality function deployment (QFD) methodology has been used to transform stakeholders' expectations into service quality parameters. A total interpretive structural modelling (TISM) approach has been used to prepare a structured hierarchical inter relationship-based model. In the present study, a service quality improvement framework for PEIs has been proposed and different parameters to improve the service quality of PEIs have been prioritised. A service quality improvement framework has been proposed for PEIs in the state of Madhya Pradesh, India. However, outcomes of the study may be used as directions to develop improvement criteria for service quality in engineering educational institutes. This article may facilitate polytechnic education managers, policymakers, and planners, to derive a strategic plan on service quality to attract the students for admissions in PEIs. The proposed framework has been designed to meet the expectations of stakeholders of PEIs. An integration of QFD-TISM approach has been used to convert such expectations into a structured hierarchical interrelationship of service quality criteria.

Keywords: service quality improvement framework; stakeholder expectations; quality function deployment; QFD; total interpretive structural modelling; TISM; polytechnic education institutes; PEIs.

DOI: 10.1504/IJASS.2020.113248

International Journal of Applied Systemic Studies, 2020 Vol.9 No.2, pp.85 - 113

Received: 14 Dec 2019
Accepted: 26 May 2020
Published online: 25 Feb 2021 *

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