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Title: Challenges with student’s registration processes at the Durban University of Technology : a case study of Midlands campuses of Riverside and Indumiso
Authors: Nzimande, Emmanuel Thabani 
Keywords: Student registration challenges;Students’ registration processes
Issue Date: 2022
In recent times, student protests over the challenges relating to
registration have become rampant in South Africa. Consequently, the
development often disrupts academic programmes. The implication of
the above is the constant loss of time needed by the students to
concentrate on their academic studies and its consequences on the
quality of services. The study examined the challenges associated with
students’ registration processes and how it moulds the perceptions and
expectations of the students in terms of service delivery at the Midlands
Campuses of the DUT. This study followed a mixed method for data
collection and analysis. The questionnaires were distributed to 360
students and interviews were conducted with four staff members of the
Student Administration Department of the Midlands campuses of
Indumiso and Riverside. The researcher used descriptive statistics
based on data collected by using Statistical Package for the Social
Sciences Software (SPSS version 2.0) to analyse the quantitative data.
The data that emerged from the interview were deductively coded with
the aid of software (NVIVO version 12). The quantitative factor loading
reveals a strong loading above the recommended value of 0.5 while the
confirmatory Factor Analysis (CFA) revealed a good fit in the model.
However, the findings from the students indicated that Student
Administration staff were not exactly meeting the desired and expected
registration services. The SERVQUAL dimensions indicated gaps of
0.58 in reliability, responsiveness, and empathy. The qualitative
analysis discovered several registration challenges, including NSFAS
late payments, which affected late account clearance for registration,
incorrect module selection for registration, and incorrect biographical information capturing. It was recommended that the Student
Administration Department of Indumiso and Riverside campuses
should endeavoured to bridge the gap identified by SERVQUAL
dimensions. The department should improve communication services
to students. On-time NSFAS payment and student account clearance
was recommended to avoid delays and challenges during registration.
Proper creation of academic structure from the system was
recommended to avoid incorrect module registration. Student
biographical information should be always up to date to improve
communication with students.
Submitted in fulfillment of the requirements of the
degree of Master of Management Sciences in Business Administration, Durban University of Technology, Durban, South Africa, 2022.
Appears in Collections:Theses and dissertations (Management Sciences)

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