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- W2119961289 abstract "Today, higher education institutions (HEIs) are realizing the significance of customer-oriented philosophies and quality management systems to help manage their operations on educational services. This paper starts with a review of some previous models and then outlines the results of a study conducted on students at selected Indonesian HEIs to obtain student perspectives of the service quality of those institutions. An integration of the Kano and customer-oriented models using structural equation modeling was applied to determine the priority of critical service attributes in higher education. This integrated model was illustrated empirically in a case study of the industrial engineering departments of four well-known private universities in Jakarta, Indonesia." @default.
- W2119961289 created "2016-06-24" @default.
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- W2119961289 date "2012-12-01" @default.
- W2119961289 modified "2023-09-26" @default.
- W2119961289 title "Determining the Priority of Critical Service Attributes: An Integrated Model and an Empirical Case Study in the Higher Education Sector" @default.
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- W2119961289 doi "https://doi.org/10.1287/serv.1120.0023" @default.
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