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ERIC Number: EJ1333347
Record Type: Journal
Publication Date: 2021
Pages: 25
Abstractor: As Provided
ISBN: N/A
ISSN: EISSN-2331-186X
EISSN: N/A
An Assessment of Outcome Criteria Associated with the Implementation of TQM in a Higher Education Institution in Ghana
Kwarteng, Albert Justice
Cogent Education, v8 n1 Article 1859198 2021
The purpose of the paper was to identify quality dimensions through which the service quality performance concerning TQM implementation in a Higher Education context could be measured from external customers' perspectives. The paper opted for a research survey with an instrument developed on a 5-point Likert-scale of five quality dimensions identified with 26 items. A total of 434 questionnaires were administered and 364 questionnaires were returned, of which 361 were usable given a response rate of 83.9%. Students and Alumni respondents expected more on the human and non-human elements of service delivery, while employers' expectations were mostly on Core Services. However, all the respondents' levels of satisfaction were found to be generally below their expectations. The dimensions that influenced the customers' views and the existing service gaps were determined. The study was limited to three selected subgroups of the Institution's customers. The findings may inform management to improve service performance.
Cogent OA. Available from: Taylor & Francis, Ltd. 530 Walnut Street Suite 850, Philadelphia, PA 19106. Tel: 800-354-1420; Tel: 215-625-8900; Fax: 215-207-0050; Web site: http://www.tandf.co.uk/journals
Publication Type: Journal Articles; Reports - Research
Education Level: Higher Education; Postsecondary Education; Elementary Secondary Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: Ghana
Grant or Contract Numbers: N/A