Managing Service Quality of High School Delivery: Evidence from Kuwait

Abstract

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.