Service Quality In Higher Education

International Journal of Applied Quality Management (ISSN: 1742-2647) Volume 2 Issue 2 - Download PDF

Dr. Noor Azman Ali, Research Associate, Bradford University.
Professor Mohamed Zairi, Juran Chair in TQM. Director of The ECTQM, Bradford University.


The aim of this paper is to highlight the application of TQM approach in a service context. A general discussion covering several definitions of TQM terminologies and philosophy is introduced the to establish theoretical background of the study. The quality management concept has been evolving in various dimensions of contexts, principles and philosophy. This paper provides some discussion on various perspectives of definitions and understanding of TQM, and elements of quality concept on TQM implementation.

Further on, this paper explores some theoretical review on TQM implementation in a service context. The discussion is focusing on a particular sector that is higher education institutions. To understand fundamental concepts on the nature of service quality would be useful to develop and strengthen a theoretical framework of research within the relevant context.

Key Words: TQM, Service Quality, Higher Education, SERVQUAL.

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