Translating the service quality gaps into strategy formulation: An experimental case study of a Greek academic department

The purpose of the current research is to develop a strategic service quality focused framework in a Greek Academic Department, translating its service quality (SQ) gaps into specific strategic directions from a "student-focused" perspective. The research is separated in two parts and follows the recommendations of Tan and Pawitra (2001), using various SQ measurement techniques and management tools. In the first part a SWOT analysis is conducted and a SWOT matrix is produced in order to assess the Department's position, mission and vision as well as to construct the "Academic" questionnaires based on the SERVQUAL method and the Kano's Model. The proposed questionnaires were applied in 180 undergraduate students.