NotesFAQContact Us
Search Tips
Peer reviewed Peer reviewed
PDF on ERIC Download full text
ERIC Number: EJ1183963
Record Type: Journal
Publication Date: 2018
Pages: 17
Abstractor: As Provided
ISSN: ISSN-1913-9020
The Implementation of Total Quality Management in Greek Higher Education: The Case of Electronic Administrative Services
Papanthymou, Anastasia; Darra, Maria
International Education Studies, v11 n7 p26-42 2018
The basic aim of this paper is to investigate the contribution of Total Quality Management (TQM) approach to improve the quality of electronic administrative services of the Department of Primary Education of the University of the Aegean. This research conducted during the second semester of the academic year 2016-17 and aims to implement specific TQM tools. A questionnaire responded by 128 undergraduate students were used to select the processes in which the TQM tools were implemented and an interview was conducted with two persons from the staff of the academic administration. The results of the survey show that the causes of failures were the human factor (students, academic staff and administrative staff) and weaknesses in the electronic services. Corrective actions are also proposed to correct to some extent the identified failures. Finally, the triptych-man, Information and Communication Technologies (ICT) and TQM contribute to the quality of electronic administrative services.
Canadian Center of Science and Education. 1120 Finch Avenue West Suite 701-309, Toronto, ON M3J 3H7, Canada. Tel: 416-642-2606 Ext 206; Fax: 416-642-2608; e-mail:; Web site:
Publication Type: Journal Articles; Reports - Research
Education Level: Higher Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: Greece
Grant or Contract Numbers: N/A