Terzakis, Dimitris; Zisis, Pandelis; Garefalakis, Alexandros - In: European Research Studies Journal XV (2012) 1, pp. 99-126
the SERVQUAL method and the Kano’s Model. The proposed questionnaires were applied in 180 undergraduate students. The … incorporation of SERVQUAL-Kano’s model in the QFD rated the importance of the WHATs, identifying the gaps which function as … priority level of SERVQUAL and Kano model, the most important SQ dimensions were found to be: Facilities …