ABSTRACT
Higher education institutions (HEIs)1 have felt the pressure to change and reform during the last few years. Changing student demographics, declining student performances, diminishing government funding, rising dropout rates, and dramatically increased competition have been the driving forces for change (Brown and Koenig, 1993; Francis and Hampton, 1999). As a result, many institutions of higher education have started to study and apply Total Quality Management (TQM), in one or more forms.
