TQM Role in Achieving Student Satisfaction in Higher Education Institutions

This paper examines the dimensions of Total Quality Management (TQM) and their role in achieving student satisfaction. The study reviewed the relevant literature belonging to TQM, in addition to analyzing the literature over the years related to TQM in general in Jordan. This study analyzed the relationship between TQM dimensions (tangibility, assurance and responsiveness) and student satisfaction in higher education in Jordan. The sample was selected from different universities in Jordan by using questionnaire method to collect the data. Multiple linear regression was conducted to test the hypotheses as well descriptive analysis and reliability test to validate the instrument of the study. The study showed that the student satisfaction was significantly related to tangibility and assurance dimensions, whereas the responsiveness dimension was insignificant. The study concluded that TQM and its execution in higher education institutions in Jordan need to develop and add new methods and approaches to maintain its reputation.