Investigating the quality management initiatives in higher educational institutions on customer satisfaction

Investigating the quality management initiatives in higher educational institutions on customer satisfaction

With a mandate to general demand on quality education globally, educational administrators have increasingly embraced quality management as an important process through Deming theory of quality assurance for creating global staffs’ mind-sets on quality and to enhancing a profound quality achi...

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Main Authors: Ayodele , Lasisi Abass, Mohd Ali , Hairuddin, Usman, Shuaibu Hassan
Format: Article
Language:English
Published: Central Research Insight 2013
Subjects:
LB2300 Higher Education
Online Access:http://irep.iium.edu.my/36473/
http://irep.iium.edu.my/36473/
http://irep.iium.edu.my/36473/1/QUALITY_MANAGE_journal-1.pdf
id iium-36473
recordtype eprints
spelling iium-364732014-04-30T06:46:43Z http://irep.iium.edu.my/36473/ Investigating the quality management initiatives in higher educational institutions on customer satisfaction Ayodele , Lasisi Abass Mohd Ali , Hairuddin Usman, Shuaibu Hassan LB2300 Higher Education With a mandate to general demand on quality education globally, educational administrators have increasingly embraced quality management as an important process through Deming theory of quality assurance for creating global staffs’ mind-sets on quality and to enhancing a profound quality achievement in Higher Education Institution (HEI). Meanwhile, HEI applaud this quality movement from the business to the field of education. With rises of fundamental question that is seldom asked when quality service in learning industries are chosen: “Is quality of particular HEI met customers’ expectations?” To respond to this question, the study presents perception of students in one of Malaysian university which engaging in organizational quality management initiatives. In this study, quantitative data collected investigating the extent the -PDCA of HEI in term of quality management initiatives met the customer expectation through Factor Analysis technique. It was observed that there is an increase in the quality culture of management, particularly in planning process and controlling strategies that enhances the increase resources for learning across multi-cultural students. Thus, study argues for further discussion and research about, consideration of large geographical institutions to stimulate generalization of quality management initiatives in learning institutions nationwide. Keywords: Quality, Quality Management, Quality Education, Customer Satisfaction Central Research Insight 2013-11-28 Article PeerReviewed application/pdf en http://irep.iium.edu.my/36473/1/QUALITY_MANAGE_journal-1.pdf Ayodele , Lasisi Abass and Mohd Ali , Hairuddin and Usman, Shuaibu Hassan (2013) Investigating the quality management initiatives in higher educational institutions on customer satisfaction. International Journal of Modern Business Issues of Global Market (IJMBIGM), 1 (2). pp. 12-25. ISSN 2310-2527 http://road.issn.org/issn/2310-2527-international-journal-of-modern-business-issues-of-global-market-#.U2Ead6JvSgM
repository_type Digital Repository
institution_category Local University
institution International Islamic University Malaysia
building IIUM Repository
collection Online Access
language English
topic LB2300 Higher Education
spellingShingle LB2300 Higher Education
Ayodele , Lasisi Abass
Mohd Ali , Hairuddin
Usman, Shuaibu Hassan
Investigating the quality management initiatives in higher educational institutions on customer satisfaction
description With a mandate to general demand on quality education globally, educational administrators have increasingly embraced quality management as an important process through Deming theory of quality assurance for creating global staffs’ mind-sets on quality and to enhancing a profound quality achievement in Higher Education Institution (HEI). Meanwhile, HEI applaud this quality movement from the business to the field of education. With rises of fundamental question that is seldom asked when quality service in learning industries are chosen: “Is quality of particular HEI met customers’ expectations?” To respond to this question, the study presents perception of students in one of Malaysian university which engaging in organizational quality management initiatives. In this study, quantitative data collected investigating the extent the -PDCA of HEI in term of quality management initiatives met the customer expectation through Factor Analysis technique. It was observed that there is an increase in the quality culture of management, particularly in planning process and controlling strategies that enhances the increase resources for learning across multi-cultural students. Thus, study argues for further discussion and research about, consideration of large geographical institutions to stimulate generalization of quality management initiatives in learning institutions nationwide. Keywords: Quality, Quality Management, Quality Education, Customer Satisfaction
format Article
author Ayodele , Lasisi Abass
Mohd Ali , Hairuddin
Usman, Shuaibu Hassan
author_facet Ayodele , Lasisi Abass
Mohd Ali , Hairuddin
Usman, Shuaibu Hassan
author_sort Ayodele , Lasisi Abass
title Investigating the quality management initiatives in higher educational institutions on customer satisfaction
title_short Investigating the quality management initiatives in higher educational institutions on customer satisfaction
title_full Investigating the quality management initiatives in higher educational institutions on customer satisfaction
title_fullStr Investigating the quality management initiatives in higher educational institutions on customer satisfaction
title_full_unstemmed Investigating the quality management initiatives in higher educational institutions on customer satisfaction
title_sort investigating the quality management initiatives in higher educational institutions on customer satisfaction
publisher Central Research Insight
publishDate 2013
url http://irep.iium.edu.my/36473/
http://irep.iium.edu.my/36473/
http://irep.iium.edu.my/36473/1/QUALITY_MANAGE_journal-1.pdf
first_indexed 2023-09-18T20:52:15Z
last_indexed 2023-09-18T20:52:15Z
_version_ 1777410072598544384

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