Servqual: Students’ perception and satisfaction with regards to quality of service provided by student administration departments within tertiary institutions

Abstract

To deliver quality service can be regarded as a key success factor for any tertiary institution that wants to be successful and profitable. It is evident that many tertiary institutions are ignorant towards the level of service they provide to their students. This can have either a positive or a negative effect on their students’ attitudes towards the institution. As a result of this a study was conducted among South African students that were registered at a tertiary institution. It is believed that the issues identified in a South African context will be applicable to students on an international scale, as there are huge similarities of this nature between universities in different countries. The aim of this study was to determine students’ perceptions and their satisfaction with the quality of services provided by Student Administration departments within the tertiary institution. Their perception and satisfaction was measured based on the SERVQUAL elements - empathy and assurance. The results obtained from this study can be used by the Student Administration departments of all universities to improve their level of service to students by gaining a better understanding of their needs. Quantitative survey research was implemented and 200 structured questionnaires were distributed among students. The results indicated that students’ perception about the quality of the service, as well as the overall level of satisfaction of the service in terms of assurance and empathy, are slightly above average, but that considerable improvements can be made on this