Application of Quality Management Principles to Administrative Services in Selected Federal Universities in South West Nigeria

This study applies quality management principles to the evaluation of administrative services in selected federal universities in the South West geopolitical zone of Nigeria. Quality in university administration encompasses the reliability, responsiveness, and standard of services delivered to academic staff, students, and external stakeholders by administrative departments. Using a professional application design, the study targets registrars, bursars, directors of administration, and quality assurance officers in four federal universities in the South West. Data collection instruments include structured questionnaires, service quality observation guides, and administrative process flow charts. The Total Quality Management (TQM) Framework and the SERVQUAL model provide the theoretical foundation, supported by literature from 2021 to 2024 on quality in Nigerian university administration. Dimensions evaluated include leadership commitment to quality, process standardisation, staff training investment, customer focus, and continuous improvement mechanisms. Recommendations target university management and the National Universities Commission's quality assurance directorate. Keywords: quality management, administrative services, federal universities, South West Nigeria, TQM