A SERVPERF Based DEMING’S PDCA Mechanism for Quality Improvement of Management Educational Institutions
S.Rita1, S.Kavitha2, R.M.Palanivel3, P.Sivasankar4, R.Vinoth5
1S. Rita, Associate Professor, Department of Statistics, Periyar University, Tamil Nadu, India.
2S. Kavitha, Assistant Professor, Department of Statistics, Periyar University, Tamil Nadu, India.
3R.M. Palanivel, Assistant Professor, Quality Measurement and Evaluation Department, Deanship of Quality and Academic Accreditation, Imam Abdulrahman Bin Faisal University, Dammam, Saudi Arabia.
4P. Sivasankar, Lecturer, Quality Measurement and Evaluation Department, Deanship of Quality and Academic Accreditation, Imam Abdulrahman Bin Faisal University, Dammam, Saudi Arabia.
5R. Vinoth*, Assistant Professor, Quality Measurement and Evaluation Department, Deanship of Quality and Academic Accreditation, Imam Abdulrahman Bin Faisal University, Dammam, Saudi Arabia.
Manuscript received on November 15, 2019. | Revised Manuscript received on 20 November, 2019. | Manuscript published on December 10, 2019. | PP: 3474-3480 | Volume-9 Issue-2, December 2019. | Retrieval Number: B6514129219/2019©BEIESP | DOI: 10.35940/ijitee.B6514.129219
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: There are serious quality issues with higher education in developing countries. To change this situation and to accomplish appropriate quality it is essential to implement drastic techniques. Management Educational Institutions (MEI) needs to understand the customer centric philosophy. The application of Service Performance (SERVPERF) to measure quality performance providing service through institutions, also finding characteristics and quality components that meet the requirements of student as a customer of the system. The reliability and factor loading of 21 factors seen. Regression, correlation and anova also been tested. In MEI, the students are consumers of the services provided by the institution. Our paper gives the background theory and goes on to outline the results of a study on post graduate Business Administration students from particular MEI to get students outlook on models to improve quality of institutions. Based on outcome of SERVPERF Deming’s PDCA cycle is established for further quality improvements of these institutions.
Keywords: Deming’s PDCA cycle, Management Education Institution (MEI), Quality Improvement, SERVPERF
Scope of the Article: Smart Learning and Innovative Education Systems