Evaluation of the Components Influencing the Perception of Digital Educational Service Quality Based on the Kano Model (Case Study: Design Education Services)
Keywords:
Service design, service quality, digital services, design education, Kano modelAbstract
This study aims to identify user needs and expectations, enhance the quality of design education services, and establish sustainable user satisfaction by precisely identifying and evaluating the qualitative components of these services. The purpose of this research is not only to provide a comprehensive analysis of the strengths and weaknesses of design education platforms but also to propose practical strategies for improving service quality and increasing user satisfaction. The study seeks to address the existing gap between user expectations and the services provided and to contribute to the enhancement of digital educational services by introducing attractive qualitative components that can be applied in the design of educational services. The present research examines user satisfaction and dissatisfaction based on the Kano model. Given that the Kano model allows the transformation of qualitative data into quantitative form and is a user-centered method, it was selected as the primary research approach. The components affecting the quality of services (design education) and their impact on user satisfaction or dissatisfaction were accurately categorized and aligned with service dimensions. The findings of this study provide practical guidance for designers of specialized digital education platforms, enabling them to deliver more user-centered and interactive services through a deeper understanding of user needs and expectations. Moreover, the results serve as a foundation for future research aimed at developing and improving educational service platforms.
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