Title: A fuzzy Kano-QFD approach for prioritising NBA quality parameters for service quality enhancement: a case of Indian PEIs

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

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

Abstract: The aim of this work is to identify and prioritise the National Board of Accreditation (NBA) of India quality parameters as design characteristics (DCs) to direct and develop educational services by the influence of service quality factors in students' and teachers' perspective in polytechnic education institutes (PEIs) of Madhya Pradesh, India. A framework for identification and prioritisation of the service quality improvement factors for students' and teachers' perspective have been presented in the present study. A fuzzy Kano approach has been used to prioritise service quality attributes into different Kano categories. Then, QFD is used to rank the DCs. It facilitates polytechnic education planners, decision makers, and administrative peoples of institutions to design and develop a strategy to enhance the service quality of PEIs.

Keywords: education; polytechnic education institutes; PEIs; service quality factors; fuzzy Kano; quality function deployment; QFD.

DOI: 10.1504/IJQET.2022.123498

International Journal of Quality Engineering and Technology, 2022 Vol.8 No.4, pp.406 - 427

Received: 25 Jan 2021
Accepted: 22 Oct 2021
Published online: 23 Jun 2022 *