Saberi, Nasarina and Romle, Abd Rahim (2015) The implementation of TQM with service quality from students perspective in Malaysian public university. Australian Journal of Basic and Applied Sciences, 9 (4). pp. 50-56. ISSN 1991-8178

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Abstract

Study on service quality is related to the customer satisfaction that involved with service provider and service receiver.Customer is the main focus in service delivery because their need to be fulfill in order to maintain the quality of services on the eyes of beholder.To achieve that, previous investigation shows that there have influenced by several dimensions from total quality management (TQM) such as continuous improvement, customer focus, top management, information and communication and employee involvement. Hence, this study aims to investigate the relationship of the implementation of TQM towards on service quality.This article presents to propose a study of TQM on service quality in the Malaysian Higher Education Institutions context.

Item Type:	Article
Additional Information:	customer satisfaction, service quality, total quality management
Uncontrolled Keywords:	customer satisfaction, service quality, total quality management
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	School of Government
Depositing User:	Mr. Abd. Rahim Romle
Date Deposited:	19 May 2015 09:23
Last Modified:	27 Apr 2016 08:36
URI:	https://repo.uum.edu.my/id/eprint/14258

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