Critical quality indicators of higher education

Chen, I-Shuo and Chen, Jui-Kuei and Padro, Fernando F. (2017) Critical quality indicators of higher education. Total Quality Management and Business Excellence, 28 (1-2). pp. 130-146. ISSN 1478-3363


This study explores the weakest total quality management dimensions and defines the critical quality indicators for Taiwanese universities using a hybrid model using
importance–performance analysis (IPA) and a fuzzy analytic hierarchy process (FAHP). IPA and FAHP are measured using the average value, while the FAHP is also measured using a five-point linguistic variable scale. Consistent with the
literature, R&D, innovation, human resource, and knowledge management are weak quality dimensions requiring attention. However, different from contemporary research, leadership, the development of customers and markets, process management, and quality information regarding operations were not identified as weakest quality dimensions.

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Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: Permanent restricted access to Published version in accordance with the copyright policy of the publisher.
Faculty / Department / School: Current - Division of Academic Services - Learning and Teaching Support
Date Deposited: 22 Apr 2016 03:04
Last Modified: 19 Dec 2017 23:35
Uncontrolled Keywords: total quality management (TQM); higher education; critical quality indicator (CQI); importance–performance analysis (IPA); fuzzy analytic hierarchy process (FAHP)
Fields of Research : 13 Education > 1301 Education Systems > 130103 Higher Education
Socio-Economic Objective: C Society > 93 Education and Training > 9399 Other Education and Training > 939999 Education and Training not elsewhere classified
Identification Number or DOI: 10.1080/14783363.2015.1050178

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