Perhubungan antara Prinsip-prinsip TQM, Kepuasan Hati Staf, Kepuasan Hati Pelajar dan Pencapaian Akademik Pelajar: Satu Kerangka Konseptual
DOI:
https://doi.org/10.32890/mjli2005.2.2Abstract
References
Argyris, C. (1990). Integrating the individual and the organization. NJ: New Brunswick.
Blazey, M. L., Davison, K. S., & Evans, J. P. (2000). Insights to performance excellence in education 2000: An inside look at the 2000 baldrige award criteria for education. Milwaukee, WI: ASQ Quality Press.
Boaden, R. J. (1997). What is total quality management... and does it matter? Total Quality Management, 8(4), 153-171.
Brown, M. G., Hitchcock, D. E., & Willard, M. L. (1994). Why tqm fails and what to do about it. New York: Richard D. Irwin, Inc.
Cho, K. (1994). Impact of total quality management (tqm) on organizational performance in the US: An empirical investigation of critical success factors. Unpublished doctoral dissertation, University of Nebraska.
Cohen, P. A. (1981). Student ratings of instruction and student achievement: A meta-analysis of multisection validity studies. Review of Educational Research, 51, 281-309.
Crosby, P. B. (1992). Completeness: Quality for the 21st century. New York: Dutton.
Davies, B., & West-Burnham, J. (1996). Reengineering & total quality in schools. London: Financial Times, Pitman Publishing.
Dean, J. W. Jr., & Evans, J. R. (1994). Total quality: Management, organization, and strategy. Minneapolis: West Publishing Company.
Deming, W. E. (1986). Out of the crisis. Cambridge: MA, MIT.
Divoky, J. J., & Taylor, R. W. (1996). Modeling change in curriculum: A total quality management perspective. Total Quality Management, 7(2), 173-182.
EFQM (1999). The european quality award 1999 information brochure. Brussels: European Foundation for Quality Management.
Evans, J. R., & Lindsay, W. M. (1993). The management and control of quality. St. Paul, Minneapolis: West Publishing Company.
MJLI VOL. 2, 1-16 (2003) www.mjli.uum.edu.my
Feigenbaum, A. V. (1991). Total quality control (edisi ketiga). New York: McGraw-Hill.
Freed, J. E., & Klugman, M. R. (1997). Quality principles and practices in higher education: Different questions for different times. Phoenix, Arizona: The Oryx Press. GOAL/QPC (1991). Total quality management in higher education: A critical assessment. Massachusetts: Methuen.
Grandzol, J. R., & Gershon, M. (1998). A survey instrument for standardizing TQM modeling research. International Journal of Quality Science, 3(1), 80-105.
Guolla, M. (1999). Assessing the teaching quality to student satisfaction relationship: Applied customer satisfaction research in the classroom. Journal of Marketing Theory and Practice, 7(3), 87-97.
Hansen, W. L., & Jackson, M. (1996). Total quality improvement in the classroom. Quality in Higher Education, 2(3): 211-217.
Herzberg, F. (1987). One more time: How do you motivate employees? Harvard Business Review, 65(5), 109-120.
Hradesky, J. (1995). Total quality management handbook. New York: McGraw-Hill, Inc.
Ishikawa, K. (1985). What is total quality control? The japanese way. Englewood Cliffs, New Jersey: Prentice Hall.
Ittner, C. D., & Larcker, D. E (1996). Measuring the impact of quality initiatives on firm financial performance. Advances in the Management of Organizational Quality, 1, 1-37.
Jauch, L. R., & Orwig, R. A. (1997). A violation of assumptions: Why TQM won’t work in the ivory tower. Journal of Quality Management, 2(2), 279-291.
Juran, J. M. (1989). Juran on leadership for quality: An executive handbook. New York: The Free Press.
Keller, G. (1992). Increasing quality on campus. Change, May/June, 24(3), 48-51.
Lawrence, J. J., & McCollough, M. A. (2001). A conceptual framework for guaranteeing higher education. Quality Assurance in Education, 9(3), 139-152. DI Sa www.mjli.uum.edu.my
Lewis. R. G., & Smith, D. H. (1994). Total quality in higher education. Florida: St. Lucie Press.
Likert, R. (1967). The human organization: Its management and value. New York: McGraw-Hill.
Lim, K. T., Rushami Zien Yusoff, & Zainal Ariffin Ahmad (2003). The impact of total quality management principles on students’ academic achievement: An empirical study. Proceedings of the Association of the Southeast Asia of Higher Learning (ASAIHL) Annual Seminar (CD_ROM), 9th - 11th December. Indonesia: Universitas Indonesia.
Lim, K. T., & Tang, S. M. (2002). Hubungan antara kualiti pengajaran dan pembelajaran dengan kepuasan pelajar: Satu tinjauan. Utara Management Review, 3(1), 67-85.
Lozier, G. G., & Teeter, D. J. (1996). Quality improvement pursuits in American higher education. Total Quality Management, 7(2), 189-201.
MAMPU (2000). Garis panduan permohonan anugerah kualiti perdana menteri sektor awam. Unit Permodenan Tadbiran Malaysia, Kuala Lumpur: Jabatan Percetakan Negara.
Marsh, H. W., & Overall, J. U. (1980). Validity of students’ evaluations of teaching effectiveness: Cognitive and affective criteria. Journal of Educational Psychology, 72, 468-475.
McGregor, D. (1960). The human side of enterprise. New York: McGraw-Hill.
Montes, F. J. L., Jover, A. V., & Fernandez, L. M. M. (2003). Factors affecting the relationship between total quality management and organizational performance. International Journal of Quality & Reliability, 20(2), 189-209.
NIST (2001). The malcolm baldrige national quality program: 2001 criteria for performance excellence. Gaithersburg, MD: National Institute of Standards and Technology.
Oakland, J. S. (1993). Total quality management: The route to improving performance (edisi kedua). Oxford: Butterworth-Heinemann. www.mjli.uum.edu.my
Oakland, J. S., & Oakland, S. (1998). The links between people management, customer satisfaction and business results. Total Quality Management, 9(4/5), 185-190.
Ostroff, C. (1992). The relationship between satisfaction, attitudes, and performance: An organizational level analysis. Journal of Applied Psychology, Disember: 963-974.
Potocki, K., Brocato, R., & Popick, P. R. (1994). How tqm works in a university classroom. The Journal for Quality and Participation, 17(1), 68-75.
QHE (1993). Quality assessment in higher education: Collected paper of the quality in higher education project. Birmingham: QHE.
Robbins, S. P. (1998). Organizational behavior. New Jersey: Prentice-Hall International, Inc.
Sallis, E. (1996). Total quality management in education (edisi kedua). London: Kogan Page.
Saraph, J. V., Benson, P. G., & Schroeder, R. G. (1989). An instrument for measuring the critical factors of quality management. Decision Sciences, 20(4), 810-829.
Schmit, M. J., & Allscheid, S. P. (1995). Employee attitudes and customer satisfaction: Making theoretical and empirical connections. Personnel Psychology, 48(3), 521-529.
Seymour, D. T. (1992). On Q: Causing quality in higher education. New York: American Council on Education, Macmillan.
Sherr, L. A., & Teeter, D. J. (Eds.). (1991). Total quality management in higher education, No. 71, 18(3). New Directions for Institutional Research, San Francisco: Jossey-Bass Inc., Publishers.
Straus, J. A. (1996). The impact of total quality management on student achievement and school improvement team performance in an urban elementary setting. Unpublished Doctoral Dissertation, Virginia: Old Dominion University.
Tompkins N. C. (1992). Employee satisfaction leads to customer service. HR Magazine, 37, 93-95.
Tornow, W. W., & Wiley, J. W. (1991). Service quality and management practices: A look at employee attitudes, customer www.mjli.uum.edu.my satisfaction, and bottom-line consequences. Human Resources Planning, 14, 105-116.
West-Burnham, J. (1997). Managing quality in schools — effective strategies for quality based school improvement. London: Financial Times, Pirman Publishing.
Wiley, J. W. (1991). Customer satisfaction and employee opinions: A supportive work environment and its financial costs. Human Resource Planning, 14, 117-127.
Wilson, K., & Lizzio, A. (1997). The development, validation and application of the course experience questionnaire. Studies in Higher Education, 22(1): 33-52.
Yeager, S. J. (1981). Dimensionality of the job descriptive index. Academy of Management Journal, 24(1), 205-212. Zainal Ariffin Ahmad, Zuraidah Mohd Zain, Dzulkifli Abdul Razak, & Ismail Baba (1997). Aplikasi TQM di Universiti Sains Malaysia: Satu kajian kes akademik dan pentadbiran. Laporan Projek, Universiti Sains Malaysia, Malaysia.
Zink, K., & Schmidt, A. (1995). Measuring universities against the european quality award criteria. Total Quality Management, 6(5/ 6), 547-561.
Published
Issue
Section
How to Cite
Research impact
Harvested 2026-09-20Counts differ between services because each indexes a different body of literature. None of them is the whole picture.
