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Measuring service quality delivered to undergraduate students at a public university in South Africa

Author

Listed:
  • Enakrire Blessing

    (Faculty of Management and Law, University of Zululand, Kwadalangzi, South Africa)

  • Lubbe Sam

    (Management Sciences, Mangosutho University of Technology, South Africa)

  • Ohei Kenneth Nwanua

    (Management Sciences, Mangosutho University of Technology, South Africa)

Abstract

The conceptualised and critically examined the thinking behind the quality of services rendered to undergraduate students at a state-owned institution in South Africa. The population was 106 and 106 questionnaires were administered and 87 were returned. The approach used for this study was a quantitative and a survey research method using a questionnaire to elicit information from the third-year undergraduate students of the Business Management Department at the University was followed. Findings from the study revealed that modern facilities were used to deliver quality services of teaching, research, and supervision of students. Many respondents attested to study guide materials at the Department of Business Management. Some of the students have issues with languages such as isiZulu, isiXhosa, and isiNdebele. Several recommendations were made which include: the need to have efficient, effective, and quality services delivered on a regular basis. The need to have more recent and diverse materials that could meet the broad needs of the students. The study made credence on effective and efficient services rendered by lecturers at different intervals in teaching, learning and supervisory roles. Improved consultation hours of lecturers and tutors could assist students’ inadequacy in study and materials required.

Suggested Citation

  • Enakrire Blessing & Lubbe Sam & Ohei Kenneth Nwanua, 2022. "Measuring service quality delivered to undergraduate students at a public university in South Africa," HOLISTICA – Journal of Business and Public Administration, Sciendo, vol. 13(2), pages 41-62, December.
    • Handle: RePEc:vrs:hjobpa:v:13:y:2022:i:2:p:41-62:n:8
    DOI: 10.2478/hjbpa-2022-0014
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    References listed on IDEAS

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    1. Maxham, James III, 2001. "Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions," Journal of Business Research, Elsevier, vol. 54(1), pages 11-24, October.
    2. Madeline Melchor Cardona & Juan José Bravo, 2012. "Service quality perceptions in higher education institutions: the case of a colombian university," Estudios Gerenciales, Universidad Icesi, December.
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