IMPACT OF TOTAL QUALITY MANAGEMENT (TQM) IN UNIVERSITY ACADEMIC LIBRARIES OF THE UNITED ARAB EMIRATES (UAE) ON THE QUALITY OF THEIR SERVICES Thesis Submitted to the Padmashree Dr. D. Y. Patil University Department of Business Management In partial fulfillment of requirements for the award of the Degree of DOCTOR OF PHILOSOPHY IN BUSINESS MANAGEMENT Submitted by: SOPHIA JOHNSON THOMAS (Enrollment No. DYP-Ph.D.-106100011) Research Guide PROF. DR. PRADIP MANJREKAR DEAN PADMASHREE DR.D.Y.PATIL UNIVERSITY DEPARTMENT OF BUSINESS MANAGEMENT, Sector-4, Plot No.10 CBD Belapur, Navi Mumbai – 400614 October 2014 IMPACT OF TOTAL QUALITY MANAGEMENT (TQM) IN UNIVERSITY ACADEMIC LIBRARIES OF THE UNITED ARAB EMIRATES (UAE) ON THE QUALITY OF THEIR SERVICE DECLARATION I hereby declare that the thesis titled “Impact Of Total Quality Management (TQM) in University Academic Libraries of the United Arab Emirates (UAE) on the quality of their services”, submitted for the Award of Degree of Doctor of Philosophy in Business Management at the Padmashree Dr. D.Y. Patil University‘s Department of Business Management, Navi Mumbai is my original work and the thesis has not formed the basis for the award of any degree, associate ship, fellowship or any other similar titles. The contents of this thesis represent my own unaided work, opinions, & views and no other body should be held responsible for the same. The material borrowed from other sources are incorporated in the thesis has been duly acknowledged. I understand that I myself could be held responsible for plagiarism, if any declared later on. The research papers published based on the research conducted out of and in the course of study are also based on the study and not borrowed from other sources. Place: Navi Mumbai. Signature of the Student Date: Enrollment no: 106100011 i CERTIFICATE This is to certify that the titled “Impact Of Total Quality Management (TQM) in University Academic Libraries of the United Arab Emirates (UAE) on the quality of their services”, is a Bonafide research work carried out by Ms. Sophia Johnson Thomas, student of Doctor of Philosophy (Business Management), at Padmashree Dr. D. Y. Patil University‘s Department of Business Management, Navi Mumbai during the year 2010- 2013, in partial fulfillment of the requirements for the award of the Degree of Doctor of Philosophy in Business Management and that the thesis has not formed the basis for the award previously of my degree, diploma, associate ship, fellowship or any other similar title of any University or Institution. Also certified that the thesis represents an independent work on the part of the candidate. Prof. Dr. Pradip Manjrekar Prof. Dr. R. Gopal Dean Director & HOD Dept. of Business Mgmt. Dept. of Business Mgmt. Padmashree Dr. D.Y. Patil University, Padmashree Dr. D.Y. Patil University, Navi Mumbai Navi Mumbai Place: Navi Mumbai Date: ii ACKNOWLEDGEMENTS I acknowledge my sincere gratitude to my guide Dr. Pradip Manjrekar, for guiding and encouraging me with his extensive knowledge, vast experience, disciplinary to the core, and totally committed to his responsibility as a guide. I consider myself fortunate in being able to complete my thesis under his guidance. I am indebted to Padmashree Dr. D. Y. Patil University‘s Department of Business Management which has accepted me for Doctorate program and provided me this life time opportunity to carry out this research work. My sincere gratitude to Dr. R. Gopal, Director, and Head of the Department of Business Management, Padmashree Dr. D.Y. Patil University whose expert guidance was beyond expectations and of very high value. Finally, very special thanks to my beloved parents for their prayers and encouragement & also to my husband and daughters whose faithful support during the Ph.D. process is so appreciated. I thank one and all who helped me to complete this work successfully. Place: Navi Mumbai Date: (Sophia Johnson Thomas) Signature of the Student iii TABLE OF CONTENTS Chapter Sub Page Chapter Name No. Section No. Declaration i Certificate ii Acknowledgements iii Table of Contents iv List of Tables vii List of Figures and Graphs xi List of Abbreviations xiii Executive Summary xv INTRODUCTION 1 1.1 Definition of Higher Education 7 1.2 Total Quality Management in Higher Education 9 1 1.3 Arab Higher Education 10 1.4 Quality in UAE Universities 13 1.5 TQM in Higher Education Academic Libraries 14 1.6 Accreditation status in the United Arab Emirates 15 QUALITY PERSPECTIVES IN LIBRARIES 22 2 2.1 TQM definition 23 2.2 TQM in Higher Education and Libraries 36 2.3 Service Quality 41 UNITED ARAB EMIRATES AND HIGHER EDUCATION 50 3 3.1 History of United Arab Emirates 50 3.2 Higher Education in United Arab Emirates 58 Statistics of Higher Education in United Arab 3.3 61 Emirates iv UNIVERSITY LIBRARIES OF UNITED ARAB 80 EMIRATES 4 4.1 University Library 81 4.2 Universities of U.A.E 84 ROLE OF ACADEMIC LIBRARIES IN UNITED ARAB 111 EMIRATES 5.1 Academic Library: Functions 113 5.2 Academic Library: Staff 115 5 5.3 Academic Library: Collection Development 117 5.4 Academic Library: Services 118 5.5 Users of Academic Libraries 121 5.6 Role of academic Libraries in UAE 122 5.7 Role of Librarians in UAE 124 REVIEW OF LITERATURE 141 6.1 Total Quality Management 142 6 Total Quality Management in Academic 6.2 153 Libraries 6.3 Quality in Library Services 165 6.4 Literature Gap 208 OBJECTIVES AND RESEARCH METHODOLOGY 210 7.1 Statement of the Problem 210 7.2 Utility of the Study 211 7 7.3 Scope of the Study 212 7.4 Statement of the Research Objectives 214 7.5 Hypothesis 215 7.6 Research Methodology 218 7.7 Data processing 224 v 7.8 Limitations of the Study 224 7.9 Scope for future Research 225 DATA ANALYSIS & HYPOTHESIS TESTING 226 8.1 Validation of Questionnaire 226 8 8.2 TQM related factors 228 8.3 Impact of TQM 231 8.4 Analysis of TQM 234 8.5 Analysis of Impact factors 245 FINDINGS AND CONCLUSIONS 320 9 9.1 Total Quality Management 320 9.2 Impact of Total Quality Management 323 10 SUGGESTIONS AND RECOMMENDATIONS 328 11 ANNEXURE 1 BIBLIOGRAPHY 332 2 QUESTIONNAIRE 367 vi LIST OF TABLES Page Number Description No. 2.1 Chronology of Quality Movement 25 2.2 Hierarchy of Quality Management 26 2.3 Contributors to Quality Management 27 2.4 Features of TQM library 39 2.5 Various models of service quality in marketing field 43 2.6 Service quality models applied in LIS field 46 3.1 Location of the Emirates 52 Distribution of enrolments by nationality and gender – 3.2 62 Academic year 2011-12 3.3 Distribution of enrolments – Academic year 2011-12 63 3.4 Statistics of enrolments with respect to area of specialization 70 3.5 Relative distribution of enrolments by gender and nationality 71 Distribution of students by area of specialization & type of 3.6 72 institution 3.7 Type of Higher Education Institutions in UAE 75 3.8 Country of origin and level of study offered 77 7.1 Total Sample Size 221 7.2 Questionnaire design 223 8.1 Cronbach’s Alpha Scores (Validation of the Questionnaire) 227 Names of states, frequency and percentage of TQM 8.2 227 respondents 8.3 Gender, frequency and percentage of respondents 228 8.4 Position, frequency and percentage of TQM respondents 229 8.5 Qualification, frequency and percentage of respondents 230 8.6 Service, frequency and percentage of respondents 230 8.7 Experience, frequency and percentage of respondents 231 8.8 Names of states, frequency and percentage of respondents 232 8.9 Gender, frequency and percentage 233 vii 8.10 Category, frequency and percentage 233 8.11 Qualification, frequency and percentage 234 8.12 Quality Management as a factor of TQM 235 Descriptive Statistics of Quality Management as a factor of 8.13 236 TQM 8.14 Infrastructure as a factor of TQM 237 8.15 Descriptive Statistics of Infrastructure as a factor of TQM 238 8.16 Productivity as a factor of TQM 239 8.17 Descriptive Statistics of Productivity as a factor of TQM 240 8.18 Educational Resources as a factor of TQM 240 Descriptive Statistics of Educational Resources as a factor of 8.19 242 TQM 8.20 Staff Development as a factor of TQM 242 Descriptive Statistics of Staff Development as a factor of 8.21 243 TQM 8.22 Mean Scores of TQM factors 244 8.23 Quality Awareness as a factor of Impact 245 Descriptive Statistics of Quality Awareness as a factor of 8.24 247 Impact 8.25 Facilities as a factor of Impact 247 8.26 Descriptive Statistics of Facilities as a factor of Impact 249 8.27 Services as a factor of Impact 249 8.28 Descriptive Statistics of Services as a factor of Impact 250 8.29 Learning Resources as a factor of Impact 251 Descriptive Statistics of Learning Resources as a factor of 8.30 252 Impact 8.31 Staff Quality as a factor of Impact 253 8.32 Descriptive Statistics of Staff Quality as a factor of Impact 254 8.33 Mean Score of factors of Impact 254 8.34 Bivariate frequency on Quality of Learning Resources 257 Chi Square Analysis on Quality of Learning Resources in 8.35 258 Different Emirates. ANOVA test on Quality of Learning Resources in different 8.36 259 Universities viii Descriptive Statistics of Learning resources in different 8.37 260 Emirates 8.38 Bivariate frequency on Quality of Library services 262 8.39 Chi Square Analysis on Quality of Library services 264 8.40 ANOVA test on Quality of Library services 265 Descriptive statistics on Quality of Library services in 8.41 266 different Emirates Bivariate frequency of Library facilities in different 8.42 268 Emirates Chi Square Analysis of Library facilities in different 8.43 269 Emirates 8.44 ANOVA test of Library facilities