Please use this identifier to cite or link to this item: https://hdl.handle.net/10321/1194
Title: Service delivery at a Satellite Campus: A Durban University of Technology case study
Authors: Green, Paul 
Ramroop, Shaun 
Keywords: University of Technology;Tertiary Institutions;SERVQUAL;Customer Satisfaction;South Africa
Issue Date: 2014
Publisher: Kamla-Raj Enterprises
Source: Paul, G and Ramroop, S. 2014. Service Delivery at a Satellite Campus: A Durban University of Technology Case Study. International Journal of Educational Sciences. 7(3): 615-622.
Journal: International journal of educational sciences (Delhi) (Print) 
Abstract: 
The goal of this paper is to report on the SERVQUAL gap which causes unsuccessful service delivery at a satellite campus of a University of Technology in South Africa. Using a quantitative research design, the study adopts a SERVQUAL model adapted to a tertiary environment containing 5 dimensions of service quality (tangibles, responsiveness, empathy, assurance and reliability). A convenience sampling technique was applied, the data was collected from 99 respondents at the Durban University of Technology (DUT) and the results and discussion are presented. The findings reveal that, on average, customers had high expectations in assurance, responsiveness and reliability dimensions and their highest perceptions were found in the empathy dimension. This paper will benefit management of higher education institutions in identifying cost-effective ways of reducing service quality gaps with particular reference to satellite campuses.
URI: http://hdl.handle.net/10321/1194
ISSN: 0975-1122
DOI: https://doi.org/10.1080/09751122.2014.11890223
Appears in Collections:Research Publications (Accounting and Informatics)

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