Total quality management in UK higher education institutions

Kanji, Gopal K.; Malek, Abdul; Tambi, Bin A.

doi:10.1080/0954412998126

Cited by 274 publications

(227 citation statements)

References 34 publications

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“…There is desperate need in India that ‗Higher Education should be guided through Service Quality concepts to achieve excellence' [9].There is consensus in the research literature in higher education that studentsexhibit several different approaches to learning. Qualitative and quantitative studieshave confirmed a broad distinction between deep and surface approaches to learning [10].…”

Section: Effective Quality Services:-mentioning

confidence: 99%

Only Education Is Not Enough: A Necessity of All-Inclusive Services for Technical Education.

P.T.¹,

S.B.²

2017

IJAR

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Section: Effective Quality Services:-mentioning

confidence: 99%

Only Education Is Not Enough: A Necessity of All-Inclusive Services for Technical Education.

P.T.¹,

S.B.²

2017

IJAR

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“…According to Kanji and Tambi (1999) in higher education, student-customer satisfaction is the goal and measure of quality: "Satisfaction means being better at what matters most to customers and this changes over time. To be in touch with these changes and to give satisfaction to the customer now, and in the future, is a basic part of the integral management of quality" (1999, p. 152).…”

Section: Student-customer Satisfaction: the New Priority Focus Of Polmentioning

confidence: 99%

Students as customers: a paradigm shift in higher education

Royo

2017

Annual Review

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Increasingly, higher education students are being considered as customers or clients. But this new way of seeing students implies a substantial change in the traditional notion of the student. The idea of student-customers goes beyond the demand for proper attention to the student: it is part of an entirely new paradigm in higher education, which also includes other factors, such as the idea of higher education as a competitive market, public reputation as an institutional priority associated with a greater capacity for attracting and satisfying students, study programmes conceived by the students as an important personal and economic investment, curricula designed with a clear professional development orientation, quality systems centred on the value of customer satisfaction, and a new way of understanding educational relationships between students and faculty. This paradigm is the everyday way of thinking in some countries, while in others, such as Spain, it is slowly breaking through only now. This paper analyses this paradigm via an extensive bibliographical review of the research on the different factors that characterise it and its impact on the quality of the learning processes and the social function of universities.

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“…Kanji and Tambi (1999) suggested that quality management is a central aspect of higher education institutions. Society views higher education institutions as excellent organisations made up of excellent people.…”

Section: Higher Education Hospitality Internshipmentioning

confidence: 99%

The relationship between HRM practices and the service performance of student interns: Industry perspective

Lee

Chen

2015

SAJBM

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This study aims to examine the relationship between human resource management (HRM) practices and the service performance of student interns. Data were collected using a questionnaire survey that was designed to capture the perceptions of human resource managers and internship supervisors from international tourist hotels in Taiwan. The structural equation model (SEM) was used as a framework for the data analysis. The findings indicate that the service performance of student interns was greatly affected by HRM practices, including recruitment and selection, rewarding quality, and retention. The implications of this study offer preliminary insights into the industry-academia co-operation that aims to manage total quality initiatives in the hotel industry and achieve the goals of hospitality higher education. The study lays the groundwork for the development of HRM practices for student interns to cope with the changing flexible labour structure in the hotel industry.

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Total quality management in UK higher education institutions

Cited by 274 publications

References 34 publications

Only Education Is Not Enough: A Necessity of All-Inclusive Services for Technical Education.

Only Education Is Not Enough: A Necessity of All-Inclusive Services for Technical Education.

Students as customers: a paradigm shift in higher education

The relationship between HRM practices and the service performance of student interns: Industry perspective

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