Abstract

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.

摘要

本文的目的是确定质量维度，通过这些维度可以从外部客户的角度衡量与高等教育环境中的TQM实施相关的服务质量绩效。该论文选择了一项使用五点李克特量表开发的仪器进行的研究调查，该量表具有五个质量维度，由26个项目确定。共发放问卷434份，退回问卷364份，可使用361份，回复率为83.9％。学生和校友受访者对服务提供的人为因素和非人为因素期望更高，而雇主的期望主要在于核心服务。但是，所有受访者的满意度普遍低于他们的期望。确定了影响客户观点和现有服务差距的尺寸。该研究仅限于机构客户的三个选定子组。调查结果可能会通知管理层以改善服务绩效。