Service quality delivery at the Pietermaritzburg Campus of the University of KwaZulu-Natal.
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Date
2021
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Abstract
With the five SERVQUAL dimensions, this study aims to determine the gap between students'
expectations and perceptions of service quality at the Kwazulu-Natal Pietermaritzburg campus.
Service quality in education is paramount, and therefore the different sections of the University
must be equipped to relate to students professionally and meet their service needs. Higher
education institutions must understand student expectations and perceptions to attract, retain
and serve student needs. Higher education institutions must invariably adapt their processes
similar to that of the business sector to continue to measure service quality to remain
competitive. For businesses and organisations to succeed long-term, customer satisfaction has
proven crucial.
Students are customers and stakeholders in a higher education context. They are paying
customers and deserve excellent service delivery from the inception of application, enrollment,
and the entire time at the institution until graduation. Therefore, it is essential to get their
feedback on service delivery. This study collected data via questionnaires using a random
sample of three hundred participants; it covers the service quality aspect at the University of
KwaZulu-Natal PMB campus.
A university's core purpose is to deliver high-quality education programmes and do this; the
several supporting services also need to be professionally equipped as an enabler. The findings
revealed that students' expectations were high in the following dimensions reliability,
responsiveness and empathy. Therefore, negative quality gaps exist. This study will guide
management in reducing the service quality gaps and improving service quality on the
Pietermaritzburg campus of the University of KwaZulu-Natal.
Description
Masters Degree. University of KwaZulu-Natal, Pietermaritzburg.