Please use this identifier to cite or link to this item: http://hdl.handle.net/10321/1343
Title: Factors affecting the improvement of service quality at Universities of Technology: the case of South Africa
Authors: Green, Paul 
Adekanmbi, Oluwole 
Keywords: Service Quality;Customer Service;Factor Analysis;Universities of Technology;South Africa
Issue Date: 2014
Publisher: IFRD
Source: Green, P. and Adekanmbi, O. 2014. Factors affecting the improvement of service quality at Universities of Technology: the case of South Africa. Journal of Economics and Behavioral Studies. Vol 6(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.
URI: http://hdl.handle.net/10321/1343
ISSN: 2220-6140
Appears in Collections:Research Publications (Accounting and Informatics)

Files in This Item:
File Description SizeFormat 
J6(12)4 Green Final Paper.pdf985.9 kBAdobe PDFThumbnail
View/Open
Show full item record

Page view(s) 50

407
checked on Nov 15, 2018

Download(s) 50

311
checked on Nov 15, 2018

Google ScholarTM

Check


Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.