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
Abstract
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
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