Effect Of Total Quality Management Principles On Internal Service Quality In Selected
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Effect Of Total Quality Management Principles On Internal Service Quality In Selected Public Universities In Kenya
In Kenyan public universities, efforts have been made to utilize the criteria and standard of the ISO 9001:2008 certification as a means to achieve total quality in managing academic activities, however not much has been researched on it effect on internal service quality. The objective of this study was to determine the effect of Total Quality Management Principles (TQM) on internal service quality in selected public universities in Kenya. In this study a descriptive survey design was used and the data was analysed quantitatively using descriptive and inferential statistics by use of SPSS and EVIEWS Statistical software. The data was gathered from Moi University and University of Eldoret maDownloadViews: 21

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