Factors Affecting the Improvement of Service Quality at Universities of Technology: The Case of South Africa

Paul Green

doi:10.22610/jebs.v6i12.552

Abstract

Several research studies have been conducted on the evaluation of service quality at conventional universities. However, this study focuses on universities of technology which are fast growing value-based educational institutions in South Africa. The uniqueness of this study highlights the issues that can affect the improvement of service at universities of technology. Three factors namely: Organizational issues, Educational issues and Staff &Student issues were extracted as the main foci in the improvement of service at universities of technology. A mixed method methodology and an action research approach were employed in this study. The results obtained using factor analysis provides a basis for driving an equation system for evaluating the impact of the issues with respect to the factors named above. The results also show that some extraneous factors that are external to service delivery, have a substantial effect on the quality of service at universities of technology.

Highlights

Academic literature is replete with information on service quality and measurement of service quality in higher education
This study focuses on a university of technology in South Africa that has a main campus (Campus X) and a satellite campus (Campus Y)
This paper shows the factor analysis of issues that can affect the improvement of service at universities of technology

Summary

Introduction

Academic literature is replete with information on service quality and measurement of service quality in higher education. There still remains a keen interest for universities in rendering quality service and attracting and maintaining students (Shaari, 2014; Kim-Soon, Rahman & Ahmed, 2014).Donaldson and McNicholas (2004) assert than when students are required to make an uncertain and high-risk decision in choosing a university, the student considers evidence of service quality. We provide the problem statement with the aim and objectives of the study followed by a review of current literature. The challenge remains as to which factors of service quality should managers of tertiary institutions consider and implement To this end, this study attempts to: Main aim: Investigate factors that influence the improvement of service quality at a university of technology. Research Objectives: Using factor analysis to determine influential factors considered for the improvement of service quality at a university of technology

Literature Review

Research Design

Analysis and Results

Conclusion and recommendations