Meeting the cultural and service needs of Arabic international students by using QFD

Edited book (chapter)

Mohsin, Ahmed Mansour and Trimmer, Karen. 2018. "Meeting the cultural and service needs of Arabic international students by using QFD." Padro, Fernando F., Erwee, Ronel, Harmes, Meredith A., Harmes, Marcus K. and Danaher, Patrick Alan (ed.) Postgraduate education in higher education. Singapore. Springer. pp. 315-336
Chapter Title

Meeting the cultural and service needs of Arabic international students by using QFD

Book Chapter CategoryEdited book (chapter)
ERA Publisher ID3337
Book TitlePostgraduate education in higher education
AuthorsMohsin, Ahmed Mansour (Author) and Trimmer, Karen (Author)
EditorsPadro, Fernando F., Erwee, Ronel, Harmes, Meredith A., Harmes, Marcus K. and Danaher, Patrick Alan
Page Range315-336
SeriesUniversity Development and Administration
Chapter Number17
Number of Pages22
Year2018
PublisherSpringer
Place of PublicationSingapore
ISBN9789811052477
9789811052491
Digital Object Identifier (DOI)https://doi.org/10.1007/978-981-10-0468-1_35-1
Web Address (URL)https://link.springer.com/referenceworkentry/10.1007%2F978-981-10-0468-1_35-1
Abstract

Quality has become an important factor in global competition for many reasons. Intensive global competition and the demand for better quality by customers has led organizations to realize the benefits of providing quality products and services in order to successfully compete and survive. Higher education institutions are one example of these organisations. Higher education institutions work in an intensive competitive environment worldwide driven by increasing demands for learning by local and international students. As a result, the managers of these sectors have realized that improving the quality of services is important for achieving customer satisfaction which can help survival in an internationally competitive market. To do this, it is necessary for organizations to know their customers and identify their requirements. To this end, many higher education institutions have adopted principles of total quality management (TQM) to improve their education quality which leads to better performance through involvement of every department to achieve excellence in business. This chapter considers the importance of measuring quality in order to assist universities to proactively manage the design and improvement of the social and academic experiences of postgraduate international students, and plan management decision-making processes to deliver high-quality services in a globalized business of provision of higher education. Higher education institutions must operate effectively and efficiently and be able to deliver quality programs, by seeking to better understand the needs of their customers to be competitive in this market space.

KeywordsArabic international students; International students; Quality; Quality function deployment; Total quality management; House of quality; Customer satisfaction; Cultural needs; Service needs; Social and academic experiences
ANZSRC Field of Research 2020390303. Higher education
Public Notes

File reproduced in accordance with the copyright policy of the publisher/author.

Byline AffiliationsSchool of Linguistics, Adult and Specialist Education
Institution of OriginUniversity of Southern Queensland
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