IDENTIFICATION AND DETERMINATION OF THE KEY SUCCESS FACTORS WITH KANO SATISFACTION MODEL IN ISLAMIC AZAD UNIVERSITY SHAHR-E-GHODS BRANCH

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GHARIBNAVAZ NADER; ZOMORODIAN GHOLAMREZA

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Paper Information

Journal: QUANTITATIVE RESEARCHES IN MANAGEMENT Year:2011 | Volume:2 | Issue:2 Page(s): 195-216

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Title

IDENTIFICATION AND DETERMINATION OF THE KEY SUCCESS FACTORS WITH KANO SATISFACTION MODEL IN ISLAMIC AZAD UNIVERSITY SHAHR-E-GHODS BRANCH

Author(s)

GHARIBNAVAZ NADER | ZOMORODIAN GHOLAMREZA | Issue Writer Certificate

Keywords

CUSTOMER SATISFACTIONQ2

KANO MODELQ2

KEY SUCCESS FACTORSQ2

Abstract

This study is going to assess the KEY SUCCESS FACTORS of a university from the perspectives of its students with Kano satisfaction model. According to the model of Kano’s, quality elements should be classified into three classes depending on their ability to create CUSTOMER SATISFACTION or cause dissatisfaction: elements of expected quality, attractive quality, and one-dimensional quality. In this study, the factors have been gathered according to the students’ point of view in the first stage and then the questionnaire has been provided according to the KANO MODEL. logistics customer service elements could be classified analogously with Kano's model to identify the most important customer service elements, and to effectively distinguish the differences between customer groups. Differences between traditional approaches and Kano's classification are discussed. According to the result of 400 questionnaires, the factors like group technical expert and submitting non-functional material by teachers have had the most effects on un-satisfaction. ariables like transportation service, scientific association, psychological advices and library have had most positive impacts on satisfaction. At the same time, 400 questionnaire have been distributed in another university like Islamic Azad University, Shahr-e-Ghods branch and the results of the two questionnaires compared with each other. Then the quality coefficient of the services of Islamic Azad University, Shahr-e-Ghods branch was calculated equal to 10.42. it was +42 in the best manner and -42 in the worst manner.

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APA: Copy

GHARIBNAVAZ, NADER, & ZOMORODIAN, GHOLAMREZA. (2011). IDENTIFICATION AND DETERMINATION OF THE KEY SUCCESS FACTORS WITH KANO SATISFACTION MODEL IN ISLAMIC AZAD UNIVERSITY SHAHR-E-GHODS BRANCH. QUANTITATIVE RESEARCHES IN MANAGEMENT, 2(2), 195-216. SID. https://sid.ir/paper/191912/en

Vancouver: Copy

GHARIBNAVAZ NADER, ZOMORODIAN GHOLAMREZA. IDENTIFICATION AND DETERMINATION OF THE KEY SUCCESS FACTORS WITH KANO SATISFACTION MODEL IN ISLAMIC AZAD UNIVERSITY SHAHR-E-GHODS BRANCH. QUANTITATIVE RESEARCHES IN MANAGEMENT[Internet]. 2011;2(2):195-216. Available from: https://sid.ir/paper/191912/en

IEEE: Copy

NADER GHARIBNAVAZ, and GHOLAMREZA ZOMORODIAN, “IDENTIFICATION AND DETERMINATION OF THE KEY SUCCESS FACTORS WITH KANO SATISFACTION MODEL IN ISLAMIC AZAD UNIVERSITY SHAHR-E-GHODS BRANCH,” QUANTITATIVE RESEARCHES IN MANAGEMENT, vol. 2, no. 2, pp. 195–216, 2011, [Online]. Available: https://sid.ir/paper/191912/en

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