scholarly journals South Africa University students’ perceptions of key education service quality determinants

2018 ◽  
Vol 16 (3) ◽  
pp. 377-388
Author(s):  
Soni Sanjay ◽  
Krishna Govender
Keyword(s):  
Higher Education ◽  
South Africa ◽  
Service Quality ◽  
University Students ◽  
Education Leadership ◽  
Higher Education Leadership ◽  
Competitive Environment ◽  
Education Service ◽  
Africa University ◽  
Structured Questionnaire

Understanding higher education (HE) service quality is critical for success in a highly competitive environment, since through a better understanding of the determinants of HE service quality, HE managers and leaders could better manage HE service quality better. A survey was conducted among a purposive judgmental sample of 400 students, from two HE institution campuses in SA, to identify their perceptions of key service quality determinants (KSQDs), and the importance of the KSQDs, by using a semi-structured questionnaire. It was ascertained that students ranked KSQDs as follows: Responsiveness, Assurance, Reliability, Tangibles, and Empathy (RARTE), and in terms of their importance, the KSQDs were ranked as follows: Responsiveness, Reliability, Assurance, Empathy and Tangibles (RRAET). Higher education leadership should take note of the KSQDs and focus their resources on these in order to create an organization that is student-centric.

scholarly journals HIGHER EDUCATION LEADERSHIP PRACTICES AND CHALLENGES IN A CHANGING WORLD: THE CASE OF A UNIVERSITY OF TECHNOLOGY

2020 ◽  
Vol 8 (4) ◽  
pp. 282-291
Author(s):  
Jeremiah Madzimure ◽  
Keyword(s):  
Higher Education ◽  
South Africa ◽  
South African ◽  
Leadership Practices ◽  
Education Leadership ◽  
Higher Education Leadership ◽  
Leadership Challenges ◽  
Individual Interviews ◽  
University Of Technology ◽  
Interpretive Approach

The aim of the study is to explore the leadership practices and challenges at a university of technology in South Africa. This study adopts a qualitative, interpretive approach. I preferred to use in-depth individual interviews with five participants who were purposively selected from one university of technology (UoT) in South Africa. The interview data was analyzed using thematic analysis (TA) through an inductive process. Four themes emerged from the data analysis. The study recommends that university need to respond effectively to the leadership challenges and as well management in higher education institutions need to acquire skills and leadership practices in line with the 21st century. This study contributes to the literature on higher education leadership in South African UoTs which was noted to be scant.

Measuring Service Quality in The Context of Higher Education in Vietnam

2013 ◽  
pp. 77-90
Author(s):  
Yen Nguyen Thi Hoang
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Exploratory Study ◽  
Measurement Scale ◽  
Education Service ◽  
The Subject

This paper focuses on the understanding of service quality in the context of Vietnamese universities. It proposes an approach for measuring the quality of the higher education service provided by universities in Vietnam. Firstly, an exploratory study was conducted. Then, the set of items which were generated became the subject of a questionnaire that was then administered to 675 students of a Vietnamese university to determine the dimensions of higher education service quality in this context. The obtained results permit us to appropriate a measurement scale which is slightly different from the SERVQUAL scale widely known as the standard for measuring service quality. The results also show that tangible elements, responsiveness and assurance seem to be three specific dimensions of the higher education service of Vietnamese universities.

Higher Education Leadership and Governance in the Development of the Creative and Cultural Industries in Kenya

2017 ◽  
Author(s):  
Emily A. Akuno ◽  
Donald O. Ondieki ◽  
Peter L. Barasa ◽  
Simon P. Otieno ◽  
Charity M. Wamuyu ◽  
...  
Keyword(s):  
Higher Education ◽  
Education Leadership ◽  
Higher Education Leadership ◽  
Cultural Industries

Resilient Leadership: A Phenomenological Exploration Into How Black Women in Higher Education Leadership Navigate Cultural Adversity

2021 ◽  
pp. 002216782110030
Author(s):  
Nuchelle L. Chance
Keyword(s):  
Higher Education ◽  
Black Women ◽  
Stereotype Threat ◽  
Role Models ◽  
Education Leadership ◽  
Higher Education Leadership ◽  
Women In Leadership ◽  
Women In Higher Education ◽  
Motivation Factors ◽  
Resilient Leadership

This article explores adversity and the lived experiences of Black women in higher education leadership. Using phenomenology, this study specifically explores how Black women in higher education leadership navigate the adverse challenges of intersectionality, stereotype threat, and tokenism. Black women in leadership undergo adversity including limited role models, the concrete ceiling, and the intersectionality of racism, sexism, and ageism, as well as tokenism. The current findings validate that Black women in higher education leadership experience adversity. Some of the more salient codes that emerged were discrimination such as racism, sexism, ageism, and the intersection of these challenges with identity, cultural diversity and belonging, resilience, and leadership callings. Referred to as “superwomen,” Black women are resilient and strong. The results of this study reveal that Black women use adversity as fuel, thus helping them develop the necessary skills to prepare them for leadership. Their strength through adversity is driven by the resilience that has manifested as motivation factors such as family and relationships, mentorship and sponsorship, as well as the support of cultural identity and diversity. The current findings support the notion that adversity shapes Black women into leaders with an emphasis on higher education leadership.

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