Improving the Quality of Higher Education Service by Using the Quality Function Deployment: A Case Study

The aim of this study was to apply quality function deployment to identify the critical quality management system requirements that have a higher impact on service quality at the economic sciences department in Tlemcen city. Data were obtained from a sample of 110 students at the economic sciences department. Results revealed that service quality in economic sciences department was more than moderate level, and it can be improved by focusing on the critical quality management system requirements. The application of quality function deployment identified 8 critical requirements of managerial system, technical system and social system that have a higher impact on quality service at economic sciences department.