THE EFFECT OF TOTAL QUALITY MANAGEMENT ON STUDENTS’ (CONSUMERS’) SATISFACTION IN TERTIARY INSTITUTIONS. (A STUDY OF FEDERAL POLYTECHNIC, ILARO, OGUN STATE)

ABIAZIEM, F. U and BAKO, Z.F (2019) THE EFFECT OF TOTAL QUALITY MANAGEMENT ON STUDENTS’ (CONSUMERS’) SATISFACTION IN TERTIARY INSTITUTIONS. (A STUDY OF FEDERAL POLYTECHNIC, ILARO, OGUN STATE). Journal of Management and Technology [JORMATECH], 5 (1). pp. 1-14. ISSN 117-1847

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Abstract

The purpose of this research work was to ascertain the effect of Total Quality Management (TQM) on Consumers’ Satisfaction in Tertiary Institutions. This study was tailored to meet some objectives (i.e), to ascertain the positive relationship between Top Management Commitment, Customer service level and Employee Involvement on consumer’s satisfaction in tertiary institutions. Hence, descriptive survey research design was used while the population of the study was the entire students of The Federal Polytechnic, Ilaro, Ogun State. A sample of 100 respondents was deduced via stratified random sampling technique considering 20 students from each of the five faculties. Primary data were collected through interviews and administration of questionnaire whereas secondary data were obtained from the institution’s journals, website, and other relevant materials. Frequency and percentage analysis was adopted for the socio-demographic information of the respondents while weighted average was used to score the responses gotten from respondents on Total Quality Management and consumers’ satisfaction of tertiary institution recorded on five point Likert scale. Multiple linear regression method of inferential statistics with the aid of SPSS statistical tool was applied to test the significance of the hypotheses. It was discovered that Total Quality Management tend to influence positively on consumers’/students’ satisfaction. It was then recommended that Students’ Satisfaction level should be continuously observed and the level of employee involvement be increased to improve their level of productivity in the Polytechnic

Item Type:	Article
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HM Sociology
Divisions:	Faculty of Law, Arts and Social Sciences > School of Management
Depositing User:	Miss Ayomikun Ogunbadejo
Date Deposited:	11 Jun 2020 15:42
Last Modified:	11 Jun 2020 15:42
URI:	http://eprints.federalpolyilaro.edu.ng/id/eprint/525

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