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An Integrated Framework for Quality in Education: Application of Quality Function Deployment, Interpretive Structural Modelling and Path Analysis

机译：教育质量综合框架：质量功能部署，解释性结构建模和路径分析的应用

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摘要

The past decade has seen a proliferation and mushrooming of a large number of educational institutions offering professional courses. With demands for greater responsiveness and accountability on the one hand and growing competition for students and resources on the other, the educational system in India has begun to realize the significance of a qualitative orientation, and commensurate to this there have been attempts to provide for better services, with 'delighting the customer' being the focus of all efforts. This has resulted in the need for identifying and applying the relevant concepts of Quality Management to Education. Starting with a theoretical background, the paper outlines the results of a study conducted on the students as primary customers to obtain a perspective on the Quality of select educational institutions. The paper is aimed at identifying the design characteristics of a system that would meet the customer requirements of the student as an external customer. Based on the literature review followed by a pilot study, the various customer requirements and design characteristics were identified and thereby, the variables conceptualized. The SERVQUAL was applied to identify the gap and determine the level of service quality. Following this, Quality Function Deployment, Interpretive Structural Modelling and Path Analysis were used to identify the set of minimum design characteristics/quality components that meet the requirements of the students as an important customer.
机译：在过去的十年中，大量提供专业课程的教育机构激增并蓬勃发展。一方面，一方面要求更大的响应能力和责任感，另一方面对学生和资源的竞争日益激烈，印度的教育系统已开始意识到定性取向的重要性，与此相伴而生的是，人们试图提供更好的解决方案。服务，“取悦客户”是所有工作的重点。这导致需要确定和将质量管理的相关概念应用于教育。从理论背景开始，本文概述了对作为主要客户的学生进行的研究的结果，以期获得有关精选教育机构质量的观点。本文旨在确定能够满足作为外部客户的学生的客户需求的系统的设计特征。在进行文献综述并进行初步研究的基础上，确定了各种客户需求和设计特征，从而对变量进行了概念化。 SERVQUAL用于识别差距并确定服务质量水平。此后，使用质量功能部署，解释性结构建模和路径分析来确定满足重要学生需求的最低设计特征/质量组件集。

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