Design of education service quality improvement of Airlangga University by applying Quality Function Deployment (QFD) model

This research was aimed to identify the characteristics of higher education service quality wanted by the students as the service users, to determine gaps between perceived quality and expected quality by the students as users and to propose action plans for improving higher education service quality at Airlangga University Surabaya. The method used in this research was quality function deployment (QFD) model within determining service attributes by SERVQUAL model.