Applying the IPA Model and Diagonal Line in Service Quality Management: A Case Study of the Training Services at Ho Chi Minh City University of Technology and Education

Abstract:

The research objective is based on the Service quality theory, the IPA model, and the diagonal line model to identify the factors of training service quality at Ho Chi Minh City University of Technology and Education belongs six areas of the IPA model. A quantitative research method is conducted through a survey of 1,035 current students at the university. The data is tested using a paired-sample T-test in SPSS software. The research results classified each criterion into the areas of the IPA model, including A1 - keep up the good work, A2 - warning, B - concentrate here, C1 - low priority, C2 - improve, and D - possible overskill. Managerial implications are proposed to increase training service quality at Ho Chi Minh City University of Technology and Education.