Analysing University Students’ Quality Perceptions and Identifying Strategies in Mapping a Way Forward to Closing the Quality Gaps

Main Article Content

Vannie Naidoo

Abstract

Every year universities vie for the same top students nationally and internationally. In order for a student to choose that university, the university needs to set itself apart from all the others. It can do this quiet strategically by providing top quality services. Thus service quality to a student can mean many things, namely, by the university being a world ranked tertiary institution of learning, by it having a well established faculty, by the institution having well recognised and highly skilled academics and efficient administration staff that have the students best interests at heart. All these are but a few distinguishing characteristics of high quality services that can set a university apart from others. This paper provides a review of service quality with specific reference to service quality at universities. The SERVQUAL instrument was used to measure students’ perceptions on service quality at the university of KwaZulu-Natal in South Africa. The Gaps model also formed the foundation for this research study. The survey conducted on the students at the university indicated that students were dissatisfied with the services provided by the university. From the empirical results the researcher provided strategies to the university’s management that could close these quality gaps and improve the service offerings made to students.

Article Details

How to Cite
Naidoo, V. (2017). Analysing University Students’ Quality Perceptions and Identifying Strategies in Mapping a Way Forward to Closing the Quality Gaps. Alternation Journal, (20), 112-127. Retrieved from https://journals.ukzn.ac.za/index.php/soa/article/view/803
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Articles
Author Biography

Vannie Naidoo, University of KwaZulu-Natal