Perceived service quality at higher education institutions: A study on the success factors of total quality management practices in Bangladesh
The Total Quality Management (TQM) approach has gained significant attention in the Higher Education (HE) sectors worldwide, originating in the United States in the mid-1980s to drive continuous improvement within higher education institutions (HEIs). While TQM has been widely embraced in developed...
Saved in:
| Main Authors: | , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Elsevier
2024-01-01
|
| Series: | Social Sciences and Humanities Open |
| Subjects: | |
| Online Access: | http://www.sciencedirect.com/science/article/pii/S2590291124001943 |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| _version_ | 1846161538347433984 |
|---|---|
| author | Md Mashiur Rahman Salma Nasrin |
| author_facet | Md Mashiur Rahman Salma Nasrin |
| author_sort | Md Mashiur Rahman |
| collection | DOAJ |
| description | The Total Quality Management (TQM) approach has gained significant attention in the Higher Education (HE) sectors worldwide, originating in the United States in the mid-1980s to drive continuous improvement within higher education institutions (HEIs). While TQM has been widely embraced in developed nations to evaluate service quality in HEIs, its application in developing countries remains relatively unexplored and fragmented. This study aims to fill this gap by investigating students' perceived service quality in HEIs in Bangladesh using the TQM approach. Data collected from 384 respondents across four established public universities in Bangladesh were analyzed using partial least squares-structural equation modeling (PLS-SEM) and SmartPLS 3.0 software. The findings underscore significant barriers to service quality perception at HEIs in Bangladesh, including a deficient learning environment, ineffective student relationship management, student dissatisfaction, limited student involvement, and inadequate student focus. Therefore, addressing these challenges is crucial for policymakers and practitioners to maintain service quality standards and improve educational outcomes at HEIs in developing countries. |
| format | Article |
| id | doaj-art-6e52595fe6f04deab02a57d735d70a07 |
| institution | Kabale University |
| issn | 2590-2911 |
| language | English |
| publishDate | 2024-01-01 |
| publisher | Elsevier |
| record_format | Article |
| series | Social Sciences and Humanities Open |
| spelling | doaj-art-6e52595fe6f04deab02a57d735d70a072024-11-21T06:05:42ZengElsevierSocial Sciences and Humanities Open2590-29112024-01-0110100997Perceived service quality at higher education institutions: A study on the success factors of total quality management practices in BangladeshMd Mashiur Rahman0Salma Nasrin1Professional Teacher Education, Tampere University of Applied Sciences (TAMK), Tampere, Finland; Corresponding author.School of Public Affairs, University of Science and Technology of China (USTC), ChinaThe Total Quality Management (TQM) approach has gained significant attention in the Higher Education (HE) sectors worldwide, originating in the United States in the mid-1980s to drive continuous improvement within higher education institutions (HEIs). While TQM has been widely embraced in developed nations to evaluate service quality in HEIs, its application in developing countries remains relatively unexplored and fragmented. This study aims to fill this gap by investigating students' perceived service quality in HEIs in Bangladesh using the TQM approach. Data collected from 384 respondents across four established public universities in Bangladesh were analyzed using partial least squares-structural equation modeling (PLS-SEM) and SmartPLS 3.0 software. The findings underscore significant barriers to service quality perception at HEIs in Bangladesh, including a deficient learning environment, ineffective student relationship management, student dissatisfaction, limited student involvement, and inadequate student focus. Therefore, addressing these challenges is crucial for policymakers and practitioners to maintain service quality standards and improve educational outcomes at HEIs in developing countries.http://www.sciencedirect.com/science/article/pii/S2590291124001943Service qualityTotal quality managementHigher education institutionsBangladesh |
| spellingShingle | Md Mashiur Rahman Salma Nasrin Perceived service quality at higher education institutions: A study on the success factors of total quality management practices in Bangladesh Social Sciences and Humanities Open Service quality Total quality management Higher education institutions Bangladesh |
| title | Perceived service quality at higher education institutions: A study on the success factors of total quality management practices in Bangladesh |
| title_full | Perceived service quality at higher education institutions: A study on the success factors of total quality management practices in Bangladesh |
| title_fullStr | Perceived service quality at higher education institutions: A study on the success factors of total quality management practices in Bangladesh |
| title_full_unstemmed | Perceived service quality at higher education institutions: A study on the success factors of total quality management practices in Bangladesh |
| title_short | Perceived service quality at higher education institutions: A study on the success factors of total quality management practices in Bangladesh |
| title_sort | perceived service quality at higher education institutions a study on the success factors of total quality management practices in bangladesh |
| topic | Service quality Total quality management Higher education institutions Bangladesh |
| url | http://www.sciencedirect.com/science/article/pii/S2590291124001943 |
| work_keys_str_mv | AT mdmashiurrahman perceivedservicequalityathighereducationinstitutionsastudyonthesuccessfactorsoftotalqualitymanagementpracticesinbangladesh AT salmanasrin perceivedservicequalityathighereducationinstitutionsastudyonthesuccessfactorsoftotalqualitymanagementpracticesinbangladesh |