TOTAL QUALITY MANAGEMENT IN EDUCATIONAL INSTITUTIONS: INFLUENCES ON CUSTOMER SATISFACTION

The study assessed the quality management practicesin the educational institutions in the Kingdom of Bahrain specifically in the areasof instruction, infrastructure, and student services. Furthermore, the study determinedthe level of effectiveness of the total quality management practices in instruction, infrastructure, and student services. There was no relationship between the quality of the practices of the institutions and their level of effectiveness. Furthermore, the problems in connection with the implementation of total quality managementin the schools in the Kingdom of Bahrain were identified. Cited by the majority of the respondents on the main problem in the area of instruction was lack of cooperation among teachers for changes in curriculum design. The majority also cited that the main problem in connection with the total quality management in the area of infrastructure was lack of concern among students for the upkeep of buildings. The main problems in connection with the total quality management practices in the area of student services were non-compliance among students with the schedule of registration, lack ofenthusiasm among students for the leadership training sessions, and inadequacy of equipment for various types of athletic activity. Accordingly, the researcher proposed a number of measures for improving total quality management of schools in the Kingdom of Bahrain. The proposals were expounded under three categories corresponding to the three areas of school operations.