Evaluating the Quality of Educational Services of Bahonar University of Kerman Using the Combined Approach of Kano Model and QFD

Kano model determines the basic, motivational and performance requirements affecting customers’ satisfaction and integrating this model with QFD makes the analysis and prioritization of customer needs and technical requirements better. This paper aims to evaluate the quality of educational services using a combination of Kano and QFD model in Shahid Bahonar University of Kerman. The principles and concepts of this methodology, its function in prioritization of customer’s needs and the process of this method to assess the quality of educational services have been provided. In this study, by identifying the needs of students and determining the gap between expectations and perceptions based on SERVQUAL questionnaire at the University and estimating the relative importance of using the Kano model, firstly, by identifying the technical features secondly, estimating the relationship between the technical requirements and customers’ need in the third phase, finally, priority technical specifications are achieved. This research is practical in terms of purpose and descriptive survey in terms of data collection. The statistical population includes 12000 students studying at Shahid Bahonar University of Kerman. In this study, 372 people were selected using Cochran formula at 5% error level.