Critical quality indicators of higher education

Article

Chen, I-Shuo, 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. https://doi.org/10.1080/14783363.2015.1050178
Article Title

Critical quality indicators of higher education

ERA Journal ID19379
Article CategoryArticle
AuthorsChen, I-Shuo (Author), Chen, Jui-Kuei (Author) and Padro, Fernando F. (Author)
Journal TitleTotal Quality Management and Business Excellence
Journal Citation28 (1-2), pp. 130-146
Number of Pages17
Year2017
Place of PublicationUnited Kingdom
ISSN1478-3363
1478-3371
Digital Object Identifier (DOI)https://doi.org/10.1080/14783363.2015.1050178
Web Address (URL)http://www.tandfonline.com/doi/full/10.1080/14783363.2015.1050178
Abstract

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.

Keywordstotal quality management (TQM); higher education; critical quality indicator (CQI); importance–performance analysis (IPA); fuzzy analytic hierarchy process (FAHP)
ANZSRC Field of Research 2020390303. Higher education
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Byline AffiliationsUniversity of Dublin, Ireland
Tamkang University, Taiwan
Learning and Teaching Support Unit
Institution of OriginUniversity of Southern Queensland
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