Abstract
The focus of this survey is to seek the amount of the customers’ expectations levels of service quality in the public Technical Vocational Education and Training (PTVET) sector. The aim of this study was to examine and determine the expectations and perceptions levels of service quality provided by PTVET colleges, in order to achieve desired outcomes, and the survey followed SERQUAL model. Questionnaires were distributed to the 403 participants from selected PTVET in the Kwa-Zulu- Natal province. The study used a mix approach of systematic and quota sampling techniques. SPSS (25.0) version was employed for data analysis. The results of this study discovered that customers had higher service quality expectations (0,908 Cronbach's Alpha) compared to the service quality perceptions (0,923 Cronbach's Alpha) at the selected PTVET colleges, on all five service quality dimensions that were used to evaluate the expectations of service quality. This survey will benefit Rectors/Campus Managers for TVET colleges and to those who want to open their TVET colleges, because it will be used as a guide tool for them on how they can improve service quality strategy to differentiate themselves from their competitors. The findings are limited by the study’s exploratory, quantitative nature and small sample. Generalisation should be done with care and further research, with a large sample and consideration of other provinces, it therefore recommended.
Highlights
In South Africa, Public Technical Vocational Education and Training (PTVET) colleges were recognized and functioned with regard to South African Education Act 16 of 2006 and further it was amended under Act (No 3 of 2012) where these colleges were called Further Education and Training (FET) Colleges they became to be under the Department of education and training and they were supported and mandated to provide vocational skills
This article can conclude that customers’ expectations of service quality in an excellent PTVET college are higher than their perceptions of service quality at the selected PTVET college campuses this proves that the customer expectations of service quality are not in line with the acceptance levels of service quality in the PTVET sector
Customers have higher service quality expectations that if not me by the PTVET can result in customer dissatisfaction and losing customers to their competitors
Summary
Problem Statement: The high numbers of students who finished and qualified for tertiary degree and diplomas in the province of KwaZulu-Natal has demonstrated that traditional and universities of technologies cannot able to provide space for all of them (Wolhuter, 2017) This is the major problem facing South African government, South African government was forced to look of the alternative for the after matric students, the PTVET was found to be the option, local communities have raises many doubts about the service quality in PTVET colleges. The intention of this study was to establish understand and knowledge of service quality in PTVET colleges. Pillay, Mbambo, & Mason, (2017) indicated that quality perceived to be a concern for many the in PTVET
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