Students perception of service quality delivered at the University of KwaZulu-Natal, Westville campus.

Abstract

Service quality is crucial for organisations, to measure customers’ perceptions, as they are factors that influence customer behaviour in the market environment. This study investigated service quality in higher education – so as to access and understand the perceptions of students, in order to deliver satisfactory service. Students encounter diverse challenges as they register in Institutions of higher education, while unprivileged students face immense economic pressure (Jensen and Markland, 1996). Institutions of higher education do not always follow the ethics of quality customer service, which has a great influence on students’ perceptions on unsatisfactory service, which may in turn lead to conflict between students and management. The quality of service delivered by the finance department of the University of KwaZulu-Natal, Westville Campus may have an influential effect on students, hence the need to investigate students’ perceptions. It is significant to understand students’ perceptions on service quality rendered, as it remains a prominent feature of presentation in organizations (Jensen and Markland, 1996). The intention of this study was to examine students’ perceptions on service quality delivered, to enable the researcher gain invaluable insight on the effectiveness and efficiency of service quality rendered to UKZN students. The study used the SERVQUAL model introduced by (Parasuraman, Zeithaml, and Berry, 1985) to direct the study. This study was conducted at UKZN in 2017. The aim of the investigation was to analyse the perceptions of students on service delivery at UKZN. Students are forever striking, due to financial service and fee increment every year, and their issues remain unattended to by the universities (Davis and Waghid, 2016). Service quality remains crucial in such organisations, hence the SERQUAL model was utilised in this research study, namely its five dimensions: Reliability, responsiveness, assurance, empathy and tangibles. Data was collected using quantitative survey methods. A sample of 97 students was targeted for the study. Questionnaires were administered to honours students in the disciplines of management, supply chain, marketing management and ISTN. The SPSS test was employed to analyse the data gathered from respondents. The study achieved its objectives on the efficiency and effectiveness of service quality delivered at UKZN (Westville Campus). The information gathered from the study assisted in the research recommendations for the study, and for future researchers.