Meeting the Cultural and Service Needs of Arabic International Students by Using QFD

  • Ahmed Mansour Mohsin
  • Karen Trimmer
Reference work entry
Part of the University Development and Administration book series (UDAA)


Quality has become an important factor in global competition for many reasons. Intensive global competition and the demand for better quality by customers has led organizations to realize the benefits of providing quality products and services in order to successfully compete and survive. Higher education institutions are one example of these organisations. Higher education institutions work in an intensive competitive environment worldwide driven by increasing demands for learning by local and international students. As a result, the managers of these sectors have realized that improving the quality of services is important for achieving customer satisfaction which can help survival in an internationally competitive market. To do this, it is necessary for organizations to know their customers and identify their requirements. To this end, many higher education institutions have adopted principles of total quality management (TQM) to improve their education quality which leads to better performance through involvement of every department to achieve excellence in business. This chapter considers the importance of measuring quality in order to assist universities to proactively manage the design and improvement of the social and academic experiences of postgraduate international students, and plan management decision-making processes to deliver high-quality services in a globalized business of provision of higher education. Higher education institutions must operate effectively and efficiently and be able to deliver quality programs, by seeking to better understand the needs of their customers to be competitive in this market space.


Arabic international students International students Quality Quality function deployment Total quality management House of quality Customer satisfaction Cultural needs Service needs Social and academic experiences 


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© Springer Nature Singapore Pte Ltd. 2018

Authors and Affiliations

  1. 1.Faculty of Business, Education, Law and ArtsUniversity of Southern QueenslandToowoombaAustralia
  2. 2.School of Linguistics, Adult and Specialist EducationUniversity of Southern QueenslandToowoombaAustralia

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