The Level of Quality Management Practices Among the Internal Customer of Academic and Non-Academic Employees: A Case of Malaysian Public Universities

摘要

The purpose of this paper is to investigate the level of quality management practices among the internal customer (i.e., administrative authorized personnel that can represent the department) of an academic and non-academic employee in the Malaysian higher education institutions. Usinga quantitative cross sectional survey approach, a total of 407 questionnaires were distributed to authorize administrative officers in Malaysian public universities and proportionate random sampling procedure was used in determining the sampling frame. In this study, also, the instrument ofQMPs that are being used was adapted and modified items that has been developed by other scholars. The final response rate for this study was 61.7% and the data was analyzed using SPSS 17.0 for Windows. By looking at the mean scores, the study suggested that the overall score of the qualitymanagement practices among the internal customer of an academic and non-academic employees were of high importance. Lastly, there were also implications and suggestion being discussed for future research.