Review of total quality management practices in higher education institutions within the scope of customer satisfaction

Higher education institutions positively support the cultural, economic and social development of countries. At the same time, universities must constantly improve themselves. In this context, every country tries to raise the higher education institutions affiliated to it to the next level. These studies can determine the quality of higher education institutions worldwide. For this reason, countries are working to increase the number and quality of higher education institutions. The most important understanding that stands out in the implementation of quality studies is seen as Total Quality Management (TQM). For this reason, most universities have placed the understanding of TQM in their own structures and aimed to progress further in line with this understanding. Many universities around the world have focused on quality improvement studies and have established separate institutions for these studies. Many countries such as European Union countries, USA, Russia, Japan continue institutionalization studies for Total Quality Management in higher education institutions. The problem of the research can be handled in the following context; The main problem of the research is to measure how effective the Total Quality Management practices in Firat University in higher education institutions are on students and whether they are satisfied with the applications. In addition, it will contribute to raising the quality practices to higher levels by determining the weak or deficient aspects in the TQM practices and making continuous improvement towards this determination. The aim of the study; The aim is to create a survey scale that measures the satisfaction of the students at Fırat University about the quality services offered by the faculty or college to which they are affiliated. In this way, it is aimed to find solutions to the related problems in TQM services in higher education institutions and to make suggestions for the studies that should be done to improve TQM services in universities. As the research method; In order to determine the satisfaction with TQM services in Higher Education Institutions, it was tried to be determined by using face-to-face survey method with students studying in various fields at Fırat University. Before the research, the relevant literature was examined and related studies were also taken into account.