Total Quality Management Practices And Customer Satisfaction In Institutions Of Higher Learning In Kenya (Case Of Selected Universities In Nairobi County)

Total Quality Management has been proposed to improve customer satisfaction and has received considerable attention in the recent studies. Despite the recent effort on Total Quality Management, little work has been done on the effect of TQM on Customer satisfaction in institutions of higher learning in Kenya. This study sought to establish the effect of Total Quality Management practices on Customer satisfaction in institutions of higher learning in Kenya. A case of selected universities in Nairobi County. The general purpose of the study was to investigate the effect of total quality management practices on customer satisfaction in institutions of higher learning and the specific objective was to examine the effect of customer focus, management commitment, continual improvement of products and services and systems/process approach on customer satisfaction in institutions of higher learning in Kenya. The findings were expected to be significant to all the stakeholders of higher learning institutions. The target population comprised of the undergraduate students pursuing Bachelor of Commerce in the Private and Public Universities. The scope of the study targeted selected universities in Nairobi County with a focus of KCA University and University of Nairobi. The theories that anchored the study included Deming Theory, Kaizen theory, System theory and Expectation Disconfirmation theory. This study used a descriptive research design. The unit of analysis in this study was registered Bachelor of Commerce degree students in University of Nairobi and KCA University. The study was based on primary data. The data was collected through a semi – structured questionnaires targeting full time and part time degree students in the two universities. Content Validity Index was used to establish whether the questionnaire measured what it was intended to measure.