Factors Affecting the Improvement of Service Quality at Universities of Technology: The Case of South Africa
Paul Green
Journal of Economics and Behavioral Studies, 2014, vol. 6, issue 12, 947-957
Abstract:
Several research studies have been conducted on the evaluation of service quality at conventional universities. However, this study focuses on universities of technology which are fast growing value-based educational institutions in South Africa. The uniqueness of this study highlights the issues that can affect the improvement of service at universities of technology. Three factors namely: Organizational issues, Educational issues and Staff &Student issues were extracted as the main foci in the improvement of service at universities of technology. A mixed method methodology and an action research approach were employed in this study. The results obtained using factor analysis provides a basis for driving an equation system for evaluating the impact of the issues with respect to the factors named above. The results also show that some extraneous factors that are external to service delivery, have a substantial effect on the quality of service at universities of technology.
Date: 2014
References: View complete reference list from CitEc
Citations:
Downloads: (external link)
https://ojs.amhinternational.com/index.php/jebs/article/view/552/552 (application/pdf)
https://ojs.amhinternational.com/index.php/jebs/article/view/552 (text/html)
Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.
Export reference: BibTeX
RIS (EndNote, ProCite, RefMan)
HTML/Text
Persistent link: https://EconPapers.repec.org/RePEc:rnd:arjebs:v:6:y:2014:i:12:p:947-957
DOI: 10.22610/jebs.v6i12.552
Access Statistics for this article
More articles in Journal of Economics and Behavioral Studies from AMH International
Bibliographic data for series maintained by Muhammad Tayyab ().