Applying the Kano Model to Quality Improvement within Higher Education: An Applied Study in the World Islamic Science and Education University - Jordan

The aim of this study was to determine the requirements of students with regards to the quality of services provided by the Management Department at the World Islamic Sciences and Education University as well as the role of each requirement needed to achieve student satisfaction. To carry out this study, the expectations and perceptions the students had regarding the quality of services provided compared to what was actually provided were analyzed. The negative gaps were then identified and the resulting characteristics and requirements of these gaps were introduced into a two-dimensional Kano model in order for the customer's voice to be measured. The quality of the requirements needed was then divided into five categories. In order to be more reflective of reality, the best value and worst value of each requirement was calculated. This helped to determine the role that these requirements played in either increasing or reducing the satisfaction or dissatisfaction of students.