Adapting total quality management of educational services at Parsabad Payame Noor University to students’ satisfaction

Abstract:This article presents the results of an applied, descriptive survey. The main aim of this research has been identifying Total Quality Management (TQM) of educational services to students and adapting that to students’ satisfaction as the related clients. The population was all the university students studying and receiving educational services at Parsabad Payam Noor University and sectors providing educational services to university students, Ardebil, Iran. Participant selection was done through stratified random sampling. The instruments used for data collection were TQM Questionnaire and Students’ Satisfaction Assessment Questionnaire. The resultant data from six sectors providing educational services to students (education, research, library, information, audio-visual, cultural and physical education affairs) gathered from 120 students were analyzed through descriptive and inferential statistical procedures of Spearman Rank-Order correlation and Central Limit Theorem. The results of data analysis indicated that among the provided services to students, the highest score was given to educational services, then library and after that information center. The lowest score was that of audio-visual and research affairs. Furthermore, the results showed that there is a direct relationship between the amount of services and students’ satisfaction. The results also indicated that in order to gain more satisfaction on the part of students as clients of educational services, more attempt must be made to constantly increase the quality and amount of these services.