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Journal of Knowledge-based Innovation in China, vol. 2 no. 2
Type: Research Article
ISSN: 1756-1418

Open Access
Article
Publication date: 15 May 2018

PohLean Chuah and PengKeat Lim

Student retention is important in the management of any university especially one which is not financially independent. Administrators in such institutions need to investigate…

3210

Abstract

Purpose

Student retention is important in the management of any university especially one which is not financially independent. Administrators in such institutions need to investigate ways to improve the retention rate in order to avoid the loss of revenue. One of the methods is to ensure that students are able to follow their study pathway and complete their study on time instead of dropping out. The purpose of this paper is to establish a system that allows the university to monitor the progression of these students and highlight the need for counselling when necessary. It is also hoped that this paper helps to improve the student retention rate using quality analysis tools and add knowledge into factual-based problem-solving methodology.

Design/methodology/approach

This paper is a co-relational study based on secondary data. It is a continuous improvement method adopting the “plan-do-check-action” model. Quality analysis tools adopted are failure modes and effects analysis and process mapping, where both are the quality analysis tools commonly used in solving product design or assembly process issues in manufacturing. Using the case study of Wawasan Open University, the authors will adapt the aforesaid quality analysis tools from design and manufacturing sectors into an open distance learning education design. It is hoped that the identified process facilitates certain functions of the departments of the organisation to be more effective.

Findings

This paper provides a practical approach on the methods to improve the retention rate in a private higher education institute. Stakeholders are more willing to embrace the improvement when there is proper factual analysis to support the plans. A cross-departmental team is formed to brainstorm the various aspects of the process and the potential failure modes. In a resource-constrained environment, prioritisation is important to identify the high-impact problems. It is also important that a mechanism is available to deliver information to the area where decisions and actions can be made. The failure modes are prioritised systematically and the corresponding solutions installed. The end result is a system with the process that reduces interdepartmental inconsistency thus providing students with a clearer visibility of their study pathway so that they can complete their study on time instead of dropping out.

Research limitations/implications

This study is performed within the context of an institute. The generalisation is low. Other researchers are encouraged to explore further.

Practical implications

This paper provides some practical actions for the improvement of student retention in the university. It is hoped that other researchers will be attracted to explore further on using quality analysis tools to solve non-technical problems.

Originality/value

This paper provides a structured problem-solving method in a service-oriented organisation.

Details

Asian Association of Open Universities Journal, vol. 13 no. 1
Type: Research Article
ISSN: 2414-6994

Keywords

Open Access
Article
Publication date: 8 December 2020

Adil Zia

This study aims to examine the factors that lead to loyalty in bank customers. It establishes a relationship of service quality (SQ) with satisfaction and attitude that leads to…

4682

Abstract

Purpose

This study aims to examine the factors that lead to loyalty in bank customers. It establishes a relationship of service quality (SQ) with satisfaction and attitude that leads to customer loyalty. The impact of SQ along with satisfaction and attitude on customer loyalty is explored.

Design/methodology/approach

Primary data was collected from 1,097 customers of the banking service. Structural equation modelling (SEM) and multiple regression analyses was used to analyse the data. The adaption of multiple regression and SEM for the analysis authenticates the similar findings in both the methods of analysis.

Findings

All the factors contribute to the formation of SQ. There exists a linear relationship of SQ, satisfaction and attitude in the formation of customer loyalty.

Research limitations/implications

Sample can be more diverse and collected from different cities as well. Similar studies are possible for diverse demographic groups such as gender, age, education and others.

Practical implications

The results of this study have significant implications for understanding customer loyalty for banks of Saudi Arabia.

Originality/value

This research attempts to explore the factors responsible for the SQ in banks of Saudi Arabia so as to establish a relationship between SQ, satisfaction, attitude and loyalty.

Details

PSU Research Review, vol. 6 no. 2
Type: Research Article
ISSN: 2399-1747

Keywords

Open Access
Article
Publication date: 4 March 2021

Kari Lepistö, Minna Saunila and Juhani Ukko

This study examines whether certification improves the dimensions of total quality management (TQM) and whether the impact of certification is similar across companies of…

3813

Abstract

Purpose

This study examines whether certification improves the dimensions of total quality management (TQM) and whether the impact of certification is similar across companies of different sizes and industries. The benefits of certification for companies have been widely discussed in recent years. The general debate has been partly marked by the dispute about whether companies will benefit more from certification or the implementation of TQM. This debate has led to numerous studies on the benefits of certification; however, few studies simultaneously have examined traditional TQM issues and the requirements of the new quality standard, ISO 9001: 2015, as well as the updated European Foundation for Quality Management (EFQM) criteria.

Design/methodology/approach

This study was conducted via a survey of Finnish SMEs and covered both industrial and service companies. The study comprehensively compared industrial companies with service companies and small companies with medium-sized companies.

Findings

In industrial and small enterprises, certification clearly has a positive effect on the dimensions of TQM, but a similar effect was not observed in medium-sized enterprises or in the service sector.

Originality/value

This is one of the first studies to examine the effect of certification on TQM in different types of SMEs while simultaneously considering EFQM and ISO 9001:2015 in Finland. The significant originality of this research lies in the formation of a comprehensive research framework for the dimensions of TQM.

Details

International Journal of Quality & Reliability Management, vol. 39 no. 1
Type: Research Article
ISSN: 0265-671X

Keywords

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