An investigation of students' perceptions and expectations of service delivery and service quality at an institution for higher education and training within a provincial government department in the Western Cape

Abstract

The primary aim of this thesis was to undertake research in a Higher Education and Training Institution in a Provincial Government Department in the Western Cape to determine which variables affect the services that are being delivered and the quality of the services and how these services could be improved. The population selected for the purpose of the research was a large number of students at a Higher Education and Training Institution in a Provincial Government Department in the Western Cape. A research sample represented by a subset of participants from this organisation was selected. A biographical questionnaire and the SERVQUAL questionnaire were administered to a sample of 130 students enrolled at a Higher Education Institution in the Western Cape. The results indicate that there are significant relationships between selected biographical variables and perceptions of service quality. Moreover, there were also statistically significant differences in perceptions on the variables Reliability, Responsiveness, Assurance, Tangibles and Empathy. Tentative conclusions can be drawn from the results and recommendations regarding future research are highlighted.