Name:

A number of environmental forces served to put the issue of quality management within and across countries and their both public and private higher education Quality is now discussed as something that can be managed and improved Management is about getting things done through other people as quickly, cheaply and effectively as possible.

Quality management in private institution refers to the policies, systems and processes designed to ensure the maintenance and enhancement of quality within this institution.

These include improving the quality of services in private higher education, making the operations of organizations more transparent and accountable and improving performance of these private higher education institution.

Quality in private higher education institution is gaining increasing importance for the transition and transformation of economic systems throughout the world from resource and skilled-based competitiveness to that of knowledge and talents. Therefore the management of quality in private higher education in our study can be one of the tool to lead to the transition and transformation to Malaysian economic system locally and even internationally.

Among factors contributed toward rejection of accreditation applications of 40 programs by private higher learning institutions were the lecturers lack of skills to handle the task and failure to attain the required curriculum standard set up by LAN Mohd Feroz Abu Bakar, 2004 Our government still not satisfied with quality of education in Malaysia, thus our government has open this offer to private higher education to provide a quality education toward the students We wont compromise, 2001 The intention here is obvious and well made but the problem is, comparing to the public higher education learning, it seems the perceptions of the people toward the private higher education tend to be biased in term of quality. Ling, 2003

Do quality management related to satisfaction among the students in private higher institutions? What are critical factors in quality management that contribute most to the satisfaction of the students?

Did private higher institutions implement quality management mechanisms and, if so to what extent and in what way? What are the differences between private higher education institutions in quality management implementation? How can we explain these differences or which organizational characteristics influenced the quality management implementation??

To determine the relationship between quality management (efficiency, effectiveness and accountability) and student satisfaction in private higher institutions.

To examine critical factors in quality management that contributes most to satisfaction. To develop a quality management framework at organization level that also suitable for empirical research To explore and explain the differences in quality management implementation in various private institution.

INDEPENDENT VARIABLES

DEPENDENT VARIABLES

DEMOGRAFIC FACTORS

STUDENTS

SATISFACTIONS
QUALITY MANAGEMENT Efficiency Effectiveness Accountability

Efficiency, effectiveness and accountability do contributes to students satisfaction in private higher institutions. Quality management framework at organization level can be developed based of efficiency, effectiveness and accountability There are differences in quality management implementation in various private institution.

The quality management that can be applied to universities, especially to private universities, differentiates them from their public counterparts. Private higher education institutions while attempting to compete at academic levels with other higher education institutions should offer an added advantage to champion quality management to their students.
Zammuto et al, 2006

The level of quality management and the level of satisfaction among the students can be measured.
Iacobucci et al, 2005

If quality programs were initiated based on marketing research- that is, the changes were market driven and customer oriented- the quality improvements should lead to customer satisfaction
Zammuto et al, 2006

Valuable information can be obtained on the elements and the dimensions, which have been given a priority by students in assessing the quality management and satisfaction. Provides conclusions and some recommendations, which are hoped that its going to provide useful information to the private higher education institutions.
Ling, 2003

No 1

Dependent Variable Toremen total quality et al, 2009 management (TQM) practices

Author

Independent Variable Teachers perception

Sample Primary school teachers

Findings

Future research Need for an effective change management, educating staff and utilizing human resources to attain a system-wide quality improvement, to implement the principles of TQM

Becket & Brooket, 2008

current quality management

Students satisfaction

Sohail & Salina, 2009

Knowledge sharing among the university teaching staff.

factors and barriers that contribute to knowledge

Teachers argues that there were some problems with the indicators of TQM practices, especially on the dimension of change management There were significant differences among teachers' perceptions on TQM practices depending upon the variables of branch, level of education and tenure Internal Need for refinement of organisation of current practice, international particularly in relation to higher education the centrality of student institution learning within higher education environments. teaching staff of Significant relationship public between knowledge universities sharing and the independent factors mentioned earlier.

Focus the relevancy to management fields, and those within hospitality, leisure, sport and tourism management. The study makes a valuable contribution, given that there is a dearth of empirical studies of this nature focusing on the South East Asian region.

No 4

Author Shin & Harman, 2009

Dependent Variable challenges current higher education is facing

Independent Variable massication and internationalization.

Sample Review on Quality Management Studies in AsiaPacific

Findings Proposed differentiating between lower level higher education and advanced research levels and suggested that privatization will be affected by the current economic crisis. Argue that higher education institution need to set clear goals of internationalization and that with regard to institutional rankings and discussion of world class universities important questions need to be addressed about social contributions. consider enhancement processes in addition to those of assurance within external quality audit processes in each higher education institutions.

Future research The study essential in relation to academic research and policymaking

QAA, 2006

Enhancement of quality management

ISO audit system as quality management

Public universities

Markovic, 2006

Students satisfaction

total quality management (TQM) practices

University students

The QAA subsequently defined enhancement as the process of taking deliberate steps at institutional level to improve the quality of learning opportunities Priori of important Intense competition in HE requires assessment of customer attributes may not transfer across cultures views and attention to therefore further management processes research needed

No 7

Author Abdullah 2006

Dependent Variable Students satisfaction

Independent Variable total quality management (TQM) practices

Sample University students

Findings Students satisfaction affected by perceived quality

Future research

Tari, 2006;

Quality Management

Management issues

Stakeholder of private universities

Performance Indicators (PIs) tend to measure activity, not education quality, and therefore need to address the student experience There is a significant outcome Integrated map of between management issues and management issues valued quality managements and useful to secure confidence of different stakeholders Implementation requires top level commitment, focus on students delivery and commitment to medium and long term programmes PIs linked to strategy and management otherwise can be dysfunctional Policy must be the reference point for organisation of resources

CalvoMora, Leal, Roldan, 2006

Quality management

Students delivery

Top level committee in public universities Management staff of public universities

10 Chen, Yang Quality and Shiau, Assurance 2006;

performance management and evaluation using scorecard

Scorecard can be used to manage rather than just monitor performance

Current studies on quality management only been carried out generally educational institution rather than as focused research in specific educational institution such as private higher education institution Little study have been carried out in Malaysia on quality management in education sectors There is no recent publication on quality management in any educational institution in Malaysia

Specific factors that contributed to the enhancement of quality management yet to be identified
There is a need of further research to measure the quality management in private higher educational institution in order to enhance the quality of overall Malaysian education system

This study will be using Total Quality Management (TQM) model - contribution from all participants in the organization to work towards long-term benefits for those involved and society as a whole.
Variables Dependent variable Independent variable Variable dimension Overall student satisfaction Quality management in higher education Tangibility Assurance Responsiveness Reliability Empathy.

Approval from each university will be obtain before approaching the study samples.

Samples Location: Sample size:

lecurers and bachelor degree students studying at a Private higher education institutions. Infrastructure University of Kuala Lumpur (iUKL) and Management Science University (MSU). 200 respondents

These two institutions were selected since they have been accredited by MQA and also other external bodies like the Board of Engineers Malaysia or Persatuan Arkitek Malaysia. These universities have excellent facilities; years of experience running the programme, strong student support services, and experienced lecturers.

A survey based descriptive random model will be used. After the review of related literature, the theoretical framework was postulated and the questionnaire was drafted As this questionnaire was being drafted, the researchers were inspired by the TQM scale that Seake Harry Rampa (2004) the opinions of specialists and teachers were taken about the content and the language of this questionnaire and necessary improvements were made.

There will be three sections in the questionnaire, consisting of Section A: Demographic factor (covering from the subjects of gender, age, race or ethnicity, and their semester of study) Section B: Measurement of Service Quality Management in Higher Education Section C: Measurement of Student Satisfaction. Parasuraman et al. (1990)

5 dimensions in quality management (tangibility, assurance, reliability, responsiveness and empathy) is measured using the Likert scale from 1 for not satisfied at all to 10 for very satisfied. LeBlanc and Nguyen (1997) In measuring student satisfaction, the instrument will have six items with Likert scale ranges from 1 for much worse than expected to 6 for much better than expected. Atheeyaman (1997).

SOFTWARE Exploratory data analysis Descriptive statistics

SPSS (version 21.0.) determine the normality and homogeneity of the data. Frequencies, percentages (%), means, ranges and standard deviations (SD) will be used to describe the data. Categorical variables will be reported as absolute number and percentage. Normally distributed variables will be expressed as mean SD. Non-parametric methods will be used for non-normal distributed values. Determine the association between categorical variables (example: sex, ethnicity and etc.). p<0.05; will be used to reject the null hypothesis. Used as an alternative to 2 analysis whenever there were more than 25% of the cells with less than 5, which made chi square analysis invalid

Chi square (2) distribution Significant value Fishers exact test

Teo, C. L. (October 21st 2001). Realities of private institution. New Strait Time, 4. 2. Alridge, S., & Rowley, J. (2001).Conducting a withdrawal survey. Quality in Higher Education, 7(1), 55-63. 3. Kanji, G. K., Abdul Malek bin A.Tambi, & Wallace, W. (1999). A comparative study of quality practices in higher education institutions in the US and Malaysia. Total Quality Management, 10(3), 357-371. 4. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41-50. 5. Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: a multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing, 6(1), 12-36. 6. Mohd Feroz Abu Bakar (19th October 2004). LAN tolak 40 program IPTS. Berita Harian, 3. 7. Rajah, D., & Nadarajah, V. (August 8th, 2000). Go for quality: Musa suggests methods for varsities to improve, New Strait Time, 1. 8. Unprofessional College. (2004, November 1st). Harian Metro, 11. 9. Ling, C. S. (April 09, 2003). Equal quality education' at private centers. New Strait Time - Management Times. 10.Zammuto, R. F., Keaveney, S. M. & Oconnor, E. J. (1996). Rethinking student services: assessing and improving service quality. Journal of Marketing in Higher Education, 7(1), 45-69. 11.Iacobucci, D., Ostrom, A., & Grayson, K. (1995).Distinguishing service quality and customer satisfaction: the voice of the consumer. Journal of Consumer Psychology, 4(3), 277-303. 12.LeBlanc, G., & Nguyen, N. (1997). Searching for excellence in business education: an exploratory study of customer impressions of service quality. International Journal of Educational Management, 11(2), 72-79. 13.Atheeyaman, A. (1997) Linking student satisfaction and service quality perceptions: the case of university education. European Journal of Marketing, 31(7), 528-540. 14.Becket, N., & Brookes, M. (2008). Quality Management Practice in Higher Education What Quality Are We Actually Enhancing?. Journal of Hospitality, Leisure, Sport & Tourism Education, 7(1), 40-54. 15.M. Sadiq Sohail, Salina Daud, (2009) "Knowledge sharing in higher education institutions: Perspectives from Malaysia", VINE, Vol. 39 Iss: 2, pp.125 142
1.