ASSESSING ONLINE TEACHING AND LEARNING SERVICE QUALITY USING TQM APPROACH IN TVET INSTITUTE.

Abstract

Recently the Teaching and Learning (T&L) landscape has evolved from normal Face to Face (FTF) to hybrid mode which is combination of face to face and online platform such by using several mediums such as Microsoft Teams, Google Meet, Zoom and few more. The main purpose of this study is to investigate online T&L service quality by integrating with Total Quality Management (TQM) approach. This is quantitative study whereby a set of validated questionnaires was used as data collection instrument. Likert Scale from 1 (very low) to 5(very high) is used to rank the score. The scope of this study is Higher TVET Institute. A total of 199 of final year student were involved in data collection. Data has been analyzed by using Statistical Package of Social Science (SPSS) version 21. Descriptive analysis revealed that, the highest mean score is Facilities (4.01), followed by commitment of management (3.85), customer feedback improvement (3.80) and courtesy (3.65). Interestingly, it is discovered that teaching delivery has the lowest mean score (3.37). Further analysis revealed that the overall satisfaction is moderate only. This study indicates that further investigation and improvement action is required by the institute. This study recommends for extension of research scope to provide more data and a better generalization of result can be achieved.