INTEGRATING TQM IMPLEMENTATION IN ASSESSING ONLINE TEACHING AND LEARNING DELIVERY

Abstract

Due to pandemic Covid-19, the introducing of online teaching and learning delivery would be effect to the student satisfaction and loyalty. The stakeholder demands the application of online learning would be same apply like learning by faceto-face. The aim of the research is to establish a TQM implementation model to compute the quality of online teaching and learning delivery in satisfaction and loyalty of students and to determine a relationship between TQM implementation with student satisfaction and student loyalty on online teaching and learning delivery. For this research, a sample 199 of final year project students from UniKL MITEC has been taken to answer the questionnaire survey. Statistical measures like descriptive analysis, correlation and regression analysis were used by using IBM SPSS Statistics 20. The findings figure out that the commitment of management, campus facilities and customer feedback improvement variables is more acceptable for students. Meanwhile, course delivery and courtesy were less acceptable as students’ view of point. A positive relationship between TQM implementation with student satisfaction and student loyalty of online teaching and learning delivery had be determined. A relationship between student satisfaction and student loyalty has also been established with positive relationship. The TQM implementation model had been created in this study that can be effectively implemented in the others education institutions to increase the education’s quality, student satisfaction andstudent loyalty. After the findings, it is highly recommended that several TQM variables should be revise back in order to improve the student’s satisfactory level and loyalty in the future.