...Marianna Sigala; Evangelos Christou; Luca Petruzzellis; Angela Maria D'Uggento; Salvatore Romanazzi Purpose In order to face the new competitive scenario, Italian universities are involved in a change process and are trying to adopt an entrepreneurial approach to better serve their customers...

...; however, it is necessary as the citizens who fund public educational institutions demand higher accountability. © MCB UP Limited 2001 Customer satisfaction TQM Universities Service quality Measurement Methodology Customer satisfaction has been an industry focus for some time...

...Pia Sandvik Wiklund; Håkan Wiklund Customer satisfaction has become a key factor in the strategic work of many universities towards the increasing competition regarding student recruitment. This paper presents a systematic approach to the course development process where focus is put on student...

... by the current QA procedure. Sir Derek Roberts, Provost of University College, London, advocated the use of the “systems approach” when addressing the annual meeting of the British Association for the Advancement of Science (Hawkes and Nuttall, 1997). He gave examples of poor decision making, due to isolated...

...Paul R. Kleindorfer The University of Pennsylvania is committed to total quality management. Describes the genesis of the TQM effort in the administrations of the University and in the Wharton School’s MBA curriculum which has been developed using TQM principles. Describes these early activities...

... Limited 1993 QUALITY HIGHER EDUCATION UNIVERSITIES UNDERGRADUATES CUSTOMER SATISFACTION The course for higher education RICHARD VAREY The question has arisen over recent years on what exactly constitutes quality in higher education. From the viewpoint of Sheffield Business School in the UK...