TQM for a master's programme: a case study integrating Kano's model and quality function deployment

摘要

This paper seeks to identify effective procedures for increasing student satisfaction and modernising the reputation of a master's programme by improving the quality of service. Hence, the main objective of this study is to identify innovative factors that could transform student views into systematic operational procedures. The QFD house of quality (HOQ) methodology, which was adopted and integrated with Kano's model, was used to identify student needs, determine the types of programme qualities that students found attractive, and translate these elements into the services provided by the programme. The study identifies concepts relevant to the continuous improvement of a master's programme.