DETERMINATION OF IMPROVEMENT PRIORITIES IN EDUCATION WITH IMPORTANCE-SATISFACTION ANALYSIS AND TAGUCHI METHOD: A CASE STUDY

Determining customer needs and ensuring customer satisfaction are very important and essential issues in educational services. the factors which cause this dissatisfaction must be determined and the necessary arrangements must be constructed to achieve these goals. in this study, the correct selection of quality factors and determination of priorities for improvement are aimed in the education sector. taguchi’s statistical experimental design method is used to identify and rank the factors affecting the quality to be improved by using importance-satisfaction model to measure the quality of educational services. first, a questionnaire assessing satisfaction of the education services is applied to 26 students studying in the department of industrial engineering at süleyman demirel university and then it is asked them to evaluate the degree of education for the crucial importance of service quality factors which are asked in the earlier survey. after determining the factors to be improved by using the importance-satisfaction model, 4 critical factors to be urgently improved are determined with the taguchi method by using a second survey asking to 12 students whether or not these factors be in the survey.