Service quality at Durban University of Technology, Centre for Social Entrepreneurship Rapid Incubator

Abstract

Business incubators have emerged as crucial mechanisms for fostering entrepreneurship and propelling global economic growth. These programmes provide aspiring entrepreneurs with essential resources, mentoring, and support services in order to facilitate the creation and launch of successful businesses. As a consequence, business incubators have become essential components of government agencies, particularly those with a primary focus on entrepreneurship. The study aims to assess the quality of service provided by the Durban University of Technology Centre for Social Entrepreneurship Rapid Incubator (DUT CSERI). The SERVQUAL questionnaire was used to assess the expectations and perceptions of SMMEs in relation to five quality dimensions. Non-probability sampling and convenience sampling were utilised to select 330 SMMEs affiliated with the DUT CSERI. Inferential and descriptive statistical analyses were utilised to assess the quality provided by the DUT CSERI. This study revealed that the DUT CSERI provides SMMEs with exceptional service quality. This is evidenced by the fact that SMME’s perceptions of service quality exceeded their expectations. However, there is room for continuous improvement, as five out of twenty-two service quality gaps were successfully identified. It is recommended that CSERI improve its tangibility and reliability service quality dimensions