The establishment of a quality management system for the higher education industry |
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Authors: | Chen Shun-Hsing |
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Institution: | (1) University of Western Australia, Crawley, WA, Australia; |
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Abstract: | This study is based on the SERVQUAL model and the Plan-Do-Check-Action (P-D-C-A) cycle of TQM to establish a higher education
quality management system. In this system, it includes ‘Plan’ and ‘Do’ dimensions to execute ten factors, each dimension complements
with each other. The ‘Check’ dimension has four factors and the ‘Action’ dimension has three factors. Each execution factors
of the quality management system could reduce the occurrence of five gaps in the SERVQUAL model and facilitate education providers
to provide a better service quality. Education providers strengthen an education system by carefully planning and implementation
of quality auditing and continuous improvement. The desired result of this study is to possess a more explicit framework for
high education industry and provide a proper service for students. |
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Keywords: | |
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