Saberi, Nasarina and Romle, Abd Rahim and Abd Hamid, Siti Nur Illani (2015) Proposing the relationship between TQM and service quality in public university: A framework. International Journal of Administration and Governance, 1 (4). pp. 111-115. ISSN 2077-4486

Preview

PDF Available under License Attribution 4.0 International (CC BY 4.0). Download (335kB) | Preview

Abstract

Service quality considered as one of indicator to measure customer satisfaction in delivering of service.Hence, customer becomes an important actor due to they were expected satisfied during receiving the service. Whilst, the practices of total quality management (TQM) generally known through manufacturing industries rather than education sector.Indeed, the practices of TQM should be giving more attention in order to improve the quality standard in delivering the service.Hence, several dimensions of TQM were selected in order seeking better service performance and serve better quality of service. Thus, this article will proposed the relationship of TQM practices and service quality in public university.

Item Type:	Article
Additional Information:	1(4) Special 2015
Uncontrolled Keywords:	Service quality, customer satisfaction, TQM practices, public university
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	College of Law, Government and International Studies
Depositing User:	Mr. Abd. Rahim Romle
Date Deposited:	24 May 2015 08:48
Last Modified:	24 May 2015 08:48
URI:	https://repo.uum.edu.my/id/eprint/14311

Actions (login required)

View Item