ABSTRACT
Student satisfaction has been a popular indicator of quality of higher education services (Hermawan, 2001, Helen & Nesset, 2007). In ISO certified faculties, students are regarded as internal customers, therefore, their requirements towards the teaching
1 INTRODUCTION
Higher Education Institutions (HEIs) are concerned about ensuring and improving the quality of higher education services to satisfy all specified requirements of various stakeholders. These concerns have led HEIs to implement Total Quality Management (TQM) and ISO 9001 quality management system. TQM implementation was initiated in industry and manufacturing organizations, and it can be applied in service industry including higher education setting (Sayeda et al., 2010). In the early 1990s, educational institutions in Europe began to implement the ISO 9000 family of standards followed by those in the United States and Asia (Laila et.al, 2013). The new ISO 9000 international standards, i.e. ISO 9001:2008 with its orientation to processes gave a useful frame for the development of quality management systems, including in HEIs (Hornikova, et.al., 2012).
