Total Quality Management with Information Technology for Strengthening Customer Satisfaction: A Case of Higher Education Institutions in Tanzania

Abstract

The increasing competition among higher education institutions (HEIs) in Tanzania has highlighted the need for innovative approaches to enhance institutional performance and customer satisfaction. This study examined the role of Information Technology (IT) in supporting Total Quality Management (TQM) in Tanzania’s HEIs, with a specific focus on management operations. The research explored how IT tools can enhance TQM practices to improve efficiency, quality, and response time in the service delivery process. A mixed-methods case study approach was employed, combining observation, unstructured interviews, and questionnaires. A total of 123 participants were involved in the survey, whereas 6 participants contributed through observations and interviews at a purposively selected Tanzanian HEI. The survey findings show that work efficiency and service time influence customer satisfaction. However, it was found that the use of IT to support TQM practices positively influences the quality of service provided but does not affect working efficiency or service delivery time. While the study emphasised management operations, it did not consider TQM in teaching and learning, indicating an area for future research. The study underscores that integrating IT with TQM presents a practical pathway for Tanzanian HEIs to enhance operational quality, improve customer satisfaction, and achieve long-term competitiveness and sustainability

Issue Section: Information and Communication Technology