IBM asmi

Abstract: Sustainable quality management among educational institutions is most
important to produce quality education for the customers. It is one of the important
elements to satisfy the customers. However, Indonesian educational sector requires
significant reforms to enhance the education quality by enhancing the sustainable quality
management. Therefore, objective of this study is to promote customer satisfaction with the
help of sustainable quality management. Sustainable quality management include; critical
success factors (CSFs) and national quality awards (NQAs). Survey was performed to
collect the data from university employees. In survey, a questionnaire based on 5-point
Likert scale was used. Findings of the study highlighted that sustainable quality
management has crucial role in employee performance and customer satisfaction. Critical
success factors (CSFs) and national quality awards (NQAs) has positive effect to improve
the employee performance and boost the customer satisfaction level. Additionally,
employee performance playing a mediating role between sustainable quality management
and customer satisfaction.