An assessment of outcome criteria associated with the implementation of TQM in a higher education institution in Ghana

The purpose of the paper was to identify quality dimensions through which the service quality performance concerning TQM implementation in a Higher Education context could be measured from external customers’ perspectives. The paper opted for a research survey with an instrument developed on a 5-point Likert-scale of five quality dimensions identified with 26 items. A total of 434 questionnaires were administered and 364 questionnaires were returned, of which 361 were usable given a response rate of 83.9%. Students and Alumni respondents expected more on the human and non-human elements of service delivery, while employers’ expectations were mostly on Core Services. However, all the respondents’ levels of satisfaction were found to be generally below their expectations. The dimensions that influenced the customers’ views and the existing service gaps were determined. The study was limited to three selected subgroups of the Institution’s customers. The findings may inform management to improve service performance. © 2021 The Author(s). This open access article is distributed under a Creative Commons Attribution (CC-BY) 4.0 license.