Resumen

NAIDOO, V. A comparative study between staff and student perceptions on service quality. JCMAN [online]. 2015, vol.12, n.1, pp.40-60. ISSN 1815-7440.

Each year within South Africa the university environment becomes increasingly more competitive, as every university in the country aggressively competes for the same pool of students. To succeed a South African university has to meet this challenge and become more customer orientated. Thus, service quality can be a determining factor when students choose a university. It is important therefore that university management identify the service quality variables within a university and understand how it affects the students and staff within the university. In this paper the study undertaken aims to look at staff and student perceptions on service quality. In this study the researcher developed the questionnaire by adapting the SERVQUAL instrument developed by Parasuraman et al. (1985) to the quality dimensions peculiar to tertiary education environment. The findings of the study recorded that staff and students were dissatisfied with the service offerings made to them at the university's five campuses. Further, the relevant quality gaps for tangibles, responsiveness, reliability empathy and assurance were identified for staff and students and reported on. Recommendations that could help close the quality gaps found between the staff and students have also been identified.

Palabras clave : GAPS model; service quality; Servqual; staff perception; student perception.

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