Developments in education generally and higher education in particular cannot afford to be static. The technology explosion had ensured that higher education is not immune to forced development as well. Observations seem to indicate that the inertia preventing change is so great that relatively...

This study proposes a research framework of Total Quality Management (TQM) practices towards the supply chain collaboration level. The proposed model is based on the extensive literature review; this study develops a model of TQM practices that influence the supply chain collaboration level. The...

Customer satisfaction has been found to be multi-dimensional, with four service quality factors, namely criticals, satisfiers, dissatisfiers and neutrals. Many methods, among them the critical incident technique and content analysis of complaints and compliments, have been used to identify its...

The study uses Structural Equation Modelling (LISREL 8.5) to compare four competing models of linkage between service quality, satisfaction, value and behavioural intentions of repurchase and recommendation in public sector bank context of India. The indirect effects model was selected due to...

The purpose of this paper is to examine the impact of Total Quality Management (TQM) practices on customer orientation and learning organisation in Malaysian service sector. This study was based on empirical data collected from a survey of 122 managers of Malaysian service firms. Correlation...

The main contribution of this paper is in introducing for the first time the iterative model to the quality management process of developing countries. The iterative model is a process decision and development model used predominantly within the software product development. This model...

The objective of this paper is to examine the association between Total Quality Management (TQM) practices and service quality in Malaysia's commercial banking industry. This study is based on empirical data collected from a survey of 101 middle management employees of 20 commercial banks in...

The purpose of this paper is to explore the relationship between the service quality dimensions (assurance, responsiveness, empathy, reliability and tangibles) and the overall academic performance service quality. Questionnaires were circulated to 300 students from the school of accounting which...

Logistics and supply chain management play an important role in Thailand industry. We believed that logistics and supply chain management could be a means to improve competitive performance in service sector. This paper diagnoses the hospital's internal supply chain and logistics system in...

New Service Development (NSD) management has emerged as an important topic for service managers and researchers. In achieving long-term NSD success, it is vital that a firm have effective mechanisms for assessing success. This paper, focusing on the performance at programme level, aims to...