Influence of TQM (Total Quality Management) on Organisation's Service Performance in Public Higher Learning Institutions
- https://doi.org/10.2991/ebic-17.2018.75How to use a DOI?
- Service Performance; Higher Learning Institutions; Students
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.
- © 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/).
Cite this article
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 - https://doi.org/10.2991/ebic-17.2018.75 ID - BinZakaria2018/01 ER -