Influence of TQM (Total Quality Management) on Organisation's Service Performance in Public Higher Learning Institutions

DOI

10.2991/ebic-17.2018.75How to use a DOI?

Keywords

Service Performance; Higher Learning Institutions; Students

Abstract

This paper focus on examining the relationship between TQM (Total Quality Management) elements and service performance to students in public higher learning institutions. The purpose of this study is to identify the relationship between the elements of TQM in achieving excellent service performance to students in public higher learning and the most dominant element. The public institutions of higher learning involved in this study are UiTM Kota Bharu, Universiti Malaysia Kelantan, and University Malaya. In this study, the service performance indicators involved are academic performance, facilities, technology, faculty, transportation, and accommodation whereas the elements of TQM are management support, continuous improvement, training and education, and customer focus. The data have been analyzed using the descriptive analysis, correlation analysis, and multiple regression analysis. The findings of this research indicated that customer focus is the most important element of TQM in achieving excellent service performance for students at public higher learning institutions. The findings also indicated that the TQM element 'management support' have a weak relationship with the service performance to students. This may be due to all three institutions involved in this study are branch campuses.

Copyright

© 2018, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Zainuddin Bin Zakaria
AU  - Md Noh Ab Majid
AU  - Zuriyati Ahmad
AU  - Norchahaya Johar
AU  - Mazlin Athirah Mazlan
PY  - 2018/01
DA  - 2018/01
TI  - Influence of TQM (Total Quality Management) on Organisation's Service Performance in Public Higher Learning Institutions
BT  - Proceedings of the 1st Economics and Business International Conference 2017 (EBIC 2017)
PB  - Atlantis Press
SP  - 477
EP  - 486
SN  - 2352-5428
UR  - https://doi.org/10.2991/ebic-17.2018.75
DO  - 10.2991/ebic-17.2018.75
ID  - BinZakaria2018/01
ER  -