Managing Service Quality of High School Delivery: Evidence from Kuwait

This paper details a survey study designed and administered to test a Deming-like TQM model for public high schools in Kuwait. Structural equation modeling was used to fit the data to the proposed model according to well-known procedures and criteria. This study adds value to the TQM-in-education literature in that it investigates the applicability of Anderson’s et al. (1994) quality model in public education in a culture outside of the United States of America. Because of the nature of educational systems, we suggest an additional construct (School Assured Satisfaction) before the final construct (Customer Satisfaction). The study also investigates the total impact that each element has on both School Assured, and Customer Satisfaction based on the stakeholders’ opinion. In addition, this paper recommends implementing an active measurement system to help secondary schools implement TQM correctly. Such a system acts as a “quality assurance system” in which leading measurements are taken periodically throughout the school year to increase the chances of achieving the lagging measurements associated with assuring both quality education and customer satisfaction. 

This paper details a survey study designed and administered to test a Deming-like TQM model for public high schools in Kuwait. Structural equation modeling was used to fit the data to the proposed model according to well-known procedures and criteria. This study adds value to the TQM-in-education literature in that it investigates the applicability of Anderson’s et al. (1994) quality model in public education in a culture outside of the United States of America. Because of the nature of educational systems, we suggest an additional construct (School Assured Satisfaction) before the final construct (Customer Satisfaction). The study also investigates the total impact that each element has on both School Assured, and Customer Satisfaction based on the stakeholders’ opinion. In addition, this paper recommends implementing an active measurement system to help secondary schools implement TQM correctly. Such a system acts as a “quality assurance system” in which leading measurements are taken periodically throughout the school year to increase the chances of achieving the lagging measurements associated with assuring both quality education and customer satisfaction.