Abstract:

The 4th Industrial Revolution represents a virtual and physical battle ground for competitive university services in order to satisfy and even delight students. Thus, higher education managers need to assess as accurately as possible the voice of their students before and after the design stage of new products or services. The most relevant scientific models developed throughout the years for assessing, classifying and ranking quality attributes requirements are furthermore discussed. The recent HWWP (Health Weapon Wealth Prospect) model considers the customer (in our case student) satisfaction coefficient determined from the Kano model correlated with the self stated importance questionnaire results for delineating and understanding the influence of relevant student requirements on the university strategy. But it does not take into consideration the entire amount of information at disposal. A customer (student) dissatisfaction coefficient needs to be integrated in the current model for a more fruitful exploitation of all the information at disposal. The aim of the present article is to propose a refinement of the HWWP model and a deeper understanding of service attributes' relevant ranking. The theoretical refined model from the quality management domain is validated in the higher educational sphere, where the impact of web and mobile technologies are still analyzed through the organisational (producer/professional) point of view and not through the more relevant student (client, user) perspective. The voice of the student needs to be taken into consideration from the design stage of new university services. The case study furthermore discussed presents 15 student requirements for a new mobile app for student use that entails university simplified services and tools for student learning. The requirements are evaluated through two questionnaires, namely a Kano questionnaire and an Importance questionnaire. The results of these two quantitative methods together with additional computations for student satisfaction and dissatisfaction coefficients are merged in a visual HWWP model which delineates the hierarchy of the 15 requirements for an efficient design process.

Keywords:

Mobile application, higher education services, student satisfaction, Kano questionnaire, Importance questionnaire.