An exploratory study of students’ expectations and perceptions of service quality in a South African higher education institution
- Authors: Williams, Alyssa Shawntay
- Date: 2018
- Subjects: SERVQUAL (Service quality framework) , Relationship marketing , Consumer satisfaction , Sampling (Statistics) , College students Attitudes , Universities and colleges South Africa
- Language: English
- Type: text , Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10962/63844 , vital:28496
- Description: Within the past few years, higher education institutions have come under an exorbitant amount of pressure to restructure, increase funding and grow student numbers, whilst still preserving the service quality they offer. The purpose of this study is to measure students’ expectations and perceptions in a higher education institution and establish how significant of a gap exists between what is expected and what is perceived. The instrument utilised within the present study is SERVQUAL. A convenience sampling approach was adopted, furthermore, both descriptive and inferential statistics were used to analyse the data pertaining to the objectives concerning students’ gap between expectations and perceptions and hypotheses regarding the gap between students’ differences in each faculty, respectively. The study found that there were gaps in all dimensions with the order being, from highest to lowest: Reliability – Responsiveness – Assurance – Empathy – Tangibility. In addition, the significant difference in means according to faculty was established and the only dimension with a significant difference was Empathy. These results were used to offer recommendations to management, faculties and departments of the higher education institution under study about where they are deficient, consequently, improving their services to enhance their service quality and increase their competitive advantage but without financial strain. Overall, the conclusions the present study reached was that students and higher education institutions need to have a mutual interest in their relations. This means that as much as higher education institutions need to provide high service quality to students, students need to be willing to provide feedback and interact.
- Full Text:
- Authors: Williams, Alyssa Shawntay
- Date: 2018
- Subjects: SERVQUAL (Service quality framework) , Relationship marketing , Consumer satisfaction , Sampling (Statistics) , College students Attitudes , Universities and colleges South Africa
- Language: English
- Type: text , Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10962/63844 , vital:28496
- Description: Within the past few years, higher education institutions have come under an exorbitant amount of pressure to restructure, increase funding and grow student numbers, whilst still preserving the service quality they offer. The purpose of this study is to measure students’ expectations and perceptions in a higher education institution and establish how significant of a gap exists between what is expected and what is perceived. The instrument utilised within the present study is SERVQUAL. A convenience sampling approach was adopted, furthermore, both descriptive and inferential statistics were used to analyse the data pertaining to the objectives concerning students’ gap between expectations and perceptions and hypotheses regarding the gap between students’ differences in each faculty, respectively. The study found that there were gaps in all dimensions with the order being, from highest to lowest: Reliability – Responsiveness – Assurance – Empathy – Tangibility. In addition, the significant difference in means according to faculty was established and the only dimension with a significant difference was Empathy. These results were used to offer recommendations to management, faculties and departments of the higher education institution under study about where they are deficient, consequently, improving their services to enhance their service quality and increase their competitive advantage but without financial strain. Overall, the conclusions the present study reached was that students and higher education institutions need to have a mutual interest in their relations. This means that as much as higher education institutions need to provide high service quality to students, students need to be willing to provide feedback and interact.
- Full Text:
The current role of farmers’ associations in the Albany Area
- Authors: Moss, Nicola Joy
- Date: 2016
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10962/4108 , vital:20609
- Description: The primary aim of this study was to analyse the current roles that farmers’ associations in the Albany Area fulfil, by determining their current practices, describing the internal measures of effectiveness, and to explain why there are some farmers’ who do not belong to farmers’ associations. In doing this, the researcher was able to determine whether maintaining the status quo would effectively satisfy the members of farmers’ associations. In turn, recommendations were made to farmers’ associations on the roles which could be improved, in order to obtain a higher level of satisfaction among members. In order to achieve the primary aim of the study, interviews were conducted and questionnaires were administered to members of, non-members of, and chairpersons of farmers’ associations in the Albany Area, thus implying that a pragmatic research paradigm was employed to conduct the study. The key findings of this study revealed that farmers’ associations in the Albany Area do perform the five roles of organised associations. However, the manner in which the roles are performed appears to be of a subpar standard. There are 29 services which are aligned with the five roles which are to be performed by organised associations. With regards to farmers’ associations, 18 of the 29 services are able to obtained by non-members through alternative mediums, at a cost lower than that of the membership fee. This does not entice members to join farmers’ associations because the benefits of membership are not seen. Using the competing values framework, we were able to determine the values incorporated into the daily management of farmers’ associations in the Albany Area. Based on the data analysis farmers’ associations were found to have an internal outlook. This could be the overarching reason as to why non-members of farmers’ associations are able to access 18 of the 29 services offered without actually being a member of the respective associations. It was concluded that while farmers’ associations do perform the five roles of organised associations, it does not imply that they do so effectively. This is due to the services offered falling under both public and private good categories. The results showed that 18 of the services offered were classified as public goods, which could be the overarching reason for low levels of membership in farmers’ associations in the Albany Area. Interestingly, members of farmers’ associations are satisfied with the services offered by farmers’ associations, although the majority of the services which are valued were classified to be public goods. However, the internal outlook portrayed by farmers’ associations could provide an explanation as to why more public than private goods are offered. Not having an external outlook affects the services which are offered, and will not provide associations with an understanding of the services which could attract members to the association. If farmers’ associations were to provide more valued services, and understand what services could be sourced elsewhere, they might increase the probability of satisfying all their members, while potentially attracting new members.
- Full Text:
- Authors: Moss, Nicola Joy
- Date: 2016
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10962/4108 , vital:20609
- Description: The primary aim of this study was to analyse the current roles that farmers’ associations in the Albany Area fulfil, by determining their current practices, describing the internal measures of effectiveness, and to explain why there are some farmers’ who do not belong to farmers’ associations. In doing this, the researcher was able to determine whether maintaining the status quo would effectively satisfy the members of farmers’ associations. In turn, recommendations were made to farmers’ associations on the roles which could be improved, in order to obtain a higher level of satisfaction among members. In order to achieve the primary aim of the study, interviews were conducted and questionnaires were administered to members of, non-members of, and chairpersons of farmers’ associations in the Albany Area, thus implying that a pragmatic research paradigm was employed to conduct the study. The key findings of this study revealed that farmers’ associations in the Albany Area do perform the five roles of organised associations. However, the manner in which the roles are performed appears to be of a subpar standard. There are 29 services which are aligned with the five roles which are to be performed by organised associations. With regards to farmers’ associations, 18 of the 29 services are able to obtained by non-members through alternative mediums, at a cost lower than that of the membership fee. This does not entice members to join farmers’ associations because the benefits of membership are not seen. Using the competing values framework, we were able to determine the values incorporated into the daily management of farmers’ associations in the Albany Area. Based on the data analysis farmers’ associations were found to have an internal outlook. This could be the overarching reason as to why non-members of farmers’ associations are able to access 18 of the 29 services offered without actually being a member of the respective associations. It was concluded that while farmers’ associations do perform the five roles of organised associations, it does not imply that they do so effectively. This is due to the services offered falling under both public and private good categories. The results showed that 18 of the services offered were classified as public goods, which could be the overarching reason for low levels of membership in farmers’ associations in the Albany Area. Interestingly, members of farmers’ associations are satisfied with the services offered by farmers’ associations, although the majority of the services which are valued were classified to be public goods. However, the internal outlook portrayed by farmers’ associations could provide an explanation as to why more public than private goods are offered. Not having an external outlook affects the services which are offered, and will not provide associations with an understanding of the services which could attract members to the association. If farmers’ associations were to provide more valued services, and understand what services could be sourced elsewhere, they might increase the probability of satisfying all their members, while potentially attracting new members.
- Full Text:
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