Evaluating Critical Success Factors in Total Quality Management Implementation in Education Institutions

Facing a competitive global challenge, qualified products and services are necessarily needed. The decline of product or service quality may decrease customer satisfaction. Quality management is the most suitable approach to cope with current needs and demands on globalization. Education institutions need to apply the principles of quality management to improve quality and perform continuous improvement. This research aims to identify the critical success factors in Total Quality Management implementation in education institutions. Principle Component Analysis with Promax rotation is used for extracting such factors. The correlation within factors was identified using Pearson’s correlation and Spearman’s coefficient. The resulted factors consist of teaching staff and employee management, individual service quality, inter-departmental service quality, and departmental service quality. Correlation analysis using Pearson’s correlation and Spearman’s coefficient indicates positive values for all factors signifying a monotonic relationship. The strongest correlation occurred towards teaching staff and employee management and staff and student satisfaction.