Application of Fuzzy Quality Function Deployment Model, Group Decision Making and Choquet Integral to Improve Service Quality in Engineering Education

Abstract

This paper considers ways to increase service quality levels at engineering programs and actions to be taken for accomplishing this. The aim of this paper is to develop and implement a Quality Function Deployment (QED) model for engineering programs in Turkey. The research determines the most important technical requirements based on considering Voice of the Student (VOS), which is measured with a Service Quality (SERVQUAL) application-based measurement model. The students' responses to SERVQUAL survey are considered by a group decision-making approach. Group decision-making approach is used to attach importance to the ideas of students. The Choquet integral as an aggregation operator is used firstly for aggregating the weights of each response in order to determine the weight of each dimension of SERVQUAL application and secondly for aggregating the SERVQUAL weights and relationship matrix. Finally key factors for increasing qualified and sustainable education are proposed.