TOTAL QUALITY MANAGEMENT (TQM) AND SATISFACTION

ABSTRACT

This study examines total quality management (TQM) and satisfaction:  a case study of Veritas University, Abuja, Nigeria. Numerous studies have been carried out on the factors that promote satisfaction amongst university students. None of them has done so from the perspective of Total Quality Management. Besides, most of these studies have been conducted outside Nigeria. To close this knowledge gap, this work investigates student satisfaction levels at Veritas University, Abuja, Nigeria, using four pillars of the TQM paradigm. Designed as a quantitative survey, it analyses the views and opinions of 104 final year students. This cadre of students was chosen because they are among the oldest on campus. They have literally seen the good, the bad and the ugly sides of academic and non-academic services delivered by the university. Therefore, they would have the full range of experiences required to do justice to the questionnaire. Results showed that all four parameters of TQM measured had no significant effect on students’ satisfaction. Therefore, the null hypotheses were upheld. Students were especially unsatisfied with services offered by the university in the area of welfare, although many acknowledged that things were getting better over the years.