Integrating HESQUAL, QFD and Kano framework for enhancing registrar services

Purpose This study aims to enhance administrative service quality in higher education by developing an integrated framework for registrar’s office operations. It addresses a notable research gap by applying the HESQUAL model alongside quality function deployment (QFD) and the Kano Model, which are rarely used together in educational administration. This integration allows for capturing student needs, translating them into technical actions and prioritizing service improvements based on impact. Design/methodology/approach An exploratory sequential mixed-methods design was used. Qualitative interviews and focus groups with students were used to construct a HESQUAL-informed survey instrument. The final survey, refined through expert validation and pilot testing, was administered to 286 respondents. Quantitative analysis included QFD matrix construction and Kano classification. Internal consistency was confirmed with a Cronbach’s alpha of a = 0.805, indicating acceptable reliability. Findings Six out of ten service attributes were classified as “must-be” requirements. Responsiveness, clarity and timely assistance emerged as top priorities. The House of Quality highlighted interventions such as queue management systems, digital interface redesign and staff training. Kano analysis emphasized foundational service elements as critical to satisfaction, underscoring the need for reliable and student-centered service delivery. Practical implications Findings provide institutional leaders with actionable strategies to align registrar services with student expectations, strengthen frontline support and enhance student satisfaction. Originality/value To the best of the authors’ knowledge, this study is the first to integrate HESQUAL, QFD and the Kano Model in the context of a registrar’s office. It offers a replicable, evidence-based framework that bridges theory and practice, advancing service quality innovation in higher education administration.