An investigation into the quality of service delivery at the Durban University of Technology Pietermaritzburg campuses.

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dc.contributor.advisor Vigar-Ellis, Debbie.
dc.creator Green, Paul Edmund.
dc.date.created 2006
dc.date.issued 2006
dc.identifier.uri http://hdl.handle.net/10413/1002
dc.description Thesis (M.B.A.)-University of KwaZulu-Natal, Pietermaritzburg, 2006. en_US
dc.description.abstract This dissertation investigated the quality of service delivery at the Durban University of Technology (DUT) Pietermaritzburg campuses. According to du Toit (2004:182) student satisfaction is important in the Higher Education sector due to its role in effective enrolment management. It is essential for student perceptions of service quality to be evaluated and managed by the university. Iacobucci, et al (1995:277) emphasized that service quality and customer satisfaction are important concepts to academic researchers studying consumer evaluations as a means of creating competitive advantages and customer loyalty. According to the South African Department of Education (2004:3), the creation of a new merged institution must ultimately be accompanied by standardised service levels. Hence this study attempted to investigate the service levels of the merged institution in Pietermaritzburg. The research set out to measure service expectations of higher education as well as measure service perceptions at the DUT. The research also set out to establish the SERVQUAL gap, which causes unsuccessful service delivery (Gap 5) and examine the dimensions which contribute to Gap 5. A SERVQUAL analysis was undertaken on the two Pietermaritzburg campus, viz. Riverside and Indumiso campus. The study found that on average customers had high expectations in tangibles, reliability and assurance dimensions and their highest perceptions were found in the assurance dimension. The study also found that management of DUT need to apply a varying degree of attention to the dimensions between the two campuses. The key recommendation to management of DUT was to introduce a Total Quality Management (TQM) system and a service marketing management plan. In addition to implementing this, management also needs to develop a service-minded workforce.
dc.language.iso en en_US
dc.subject Education, Higher--Pietermaritzburg. en_US
dc.subject Education, Higher--Evaluation. en_US
dc.subject Customer services. en_US
dc.subject Total quality management in education. en_US
dc.subject Theses--Management. en_US
dc.title An investigation into the quality of service delivery at the Durban University of Technology Pietermaritzburg campuses. en_US
dc.type Thesis en_US

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