THE RELATIONSHIP BETWEEN TOTAL QUALITY MANAGEMENT AND SERVICE QUALITY IN HIGHER EDUCATION OF UAE

Fatima Salim Mohamed Zanqar, Ali Khatibi, S. M. Ferdous Azam, Jacquline Tham

Abstract


The impact of Total quality management (TQM) on service quality is significant and could enhance the quality of education service of higher education institutions. TQM represents a set of factors to achieve sustainable success for service organizations such as universities and colleges through implications of certain quality principles such as decision making process, customer focus, leadership, education process approach, continuous improvement, relationships management, and engagement of people. The influences of these factors on service quality of higher education institutions in UAE have been examined in this study using quantitative approach based on Pearson collection coefficients to measure the strength of association of TQM factors with service quality within higher education context. Two institutions are selected to conduct the quantitative survey. The result of this study indicates that TQM factor have moderate and strong association with service quality of UAE universities and colleges. It is recommended to implement all factors of TQM without exemption to deliver high educational service for students in UAE or other countries.

 

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total quality management (TQM), service quality, higher education quality

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