scholarly journals The Service Quality Experience of International Students: The Case of a Selected Higher Education Institution in South Africa

2014 ◽  
Keyword(s):  
Higher Education ◽  
South Africa ◽  
International Students ◽  
Service Quality ◽  
Education Institution ◽  
Higher Education Institution

The Correlation between Servqual Dimensions and Student Satisfaction

2021 ◽  
Vol 7 (2) ◽  
pp. 7
Author(s):  
Nur Zihan Abd Rashid ◽  
Tuan Nur Athirah Nabilah Tuan Ismail ◽  
Bibianah Thomas
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Learning Experience ◽  
Sampling Technique ◽  
Education Institution ◽  
Primary Objective ◽  
Future Research ◽  
Higher Education Institution ◽  
New Findings

Service quality is a very crucial element in ensuring the competitiveness of various institutions. By having a good service quality, the reputation of the organization will enhance and thus become their added competitive advantage. In higher education institution, service quality is important to ensure the students whom are their primary stakeholders are able to have a good learning experience in which will then influence their satisfaction. The primary objective of this paper is to analyze the correlation between five elements in SERVQUAL dimensions (tangibility, reliability, responsiveness, assurance, empathy) and the student satisfaction. The questionnaires were distributed among the students in various faculties in UiTM Sabah by using convenience sampling technique and 250 questionnaires were managed to be collected for analysis. Overall, the result shows that the students are satisfied with service quality in UiTM Sabah. Specifically, all five SERVQUAL dimensions correlate with student satisfaction. Reliability, responsiveness and empathy dimensions have strong correlation with student satisfaction. Meanwhile, both tangibility and assurance have moderate correlation with student satisfaction. This study is hoped to contribute towards the new knowledge in the field of service quality especially in higher education institutions Future research is also proposed at the final section of this study to discover new findings from different perspectives of service quality. Keywords: servqual; students’ satisfaction; service quality; higher education institution; service delivery.

scholarly journals Job insecurity, sense of coherence and the general health of employees at a higher education institution in South Africa

2015 ◽  
Vol 12 (4) ◽  
pp. 660-670
Author(s):  
Sam T Setati ◽  
Marius Stander ◽  
Wilfred Isioma Ukpere
Keyword(s):  
Higher Education ◽  
South Africa ◽  
Sense Of Coherence ◽  
General Health ◽  
Job Insecurity ◽  
Negative Relationship ◽  
Education Institution ◽  
Life Questionnaire ◽  
Higher Education Institution ◽  
Cross Sectional

This study investigated the relationship between job insecurity, sense of coherence and general health of employees in a higher education institution in South Africa. A cross-sectional survey design was used. A random sample (n = 229) was taken from academic and non-academic staff members of the institution. The Job Insecurity Inventory, General Health Questionnaire and Orientation to Life Questionnaire were administered. The results showed that a negative relationship exists between job insecurity and general health, while a positive relationship exists between sense of coherence and general health. High job insecurity and a weak sense of coherence predicted ill health. Based on the findings of this study, it is recommended that higher education institutions should attend to job insecurity by communicating effectively with employees, in order to clarify expectations, and ensure support from supervisors. Developing the employees’ sense of coherence can positively impact on their wellness. Owing to the cross-sectional design of the study, no conclusions regarding causality was drawn.

scholarly journals Gender diversity, ethnic diversity and employee performance in a South African higher education institution

2019 ◽  
Vol 17 ◽  
Author(s):  
Simbarashe Zhuwao ◽  
Hlanganipai Ngirande ◽  
Wiseman Ndlovu ◽  
Sam T. Setati
Keyword(s):  
Higher Education ◽  
South Africa ◽  
Ethnic Diversity ◽  
Diversity Training ◽  
Employee Performance ◽  
Gender Diversity ◽  
Diversity Management ◽  
Education Institution ◽  
Legal Compliance ◽  
Higher Education Institution

Orientation: Although there has been an improvement in workforce diversity in South Africa, gender and ethnicity issues such as discrimination, prejudice and sexual harassment prevail within organisations. This is because organisational leaders view diversity as a matter of legal compliance instead of as a value addition to organisational growth and profitability. Based on this, it is important for organisations to understand the economic side of diversity and not just be content with having such a workforce.Research purpose: This study investigated the effects of gender and ethnic diversity on the performance of employees in a selected higher education institution in South Africa.Motivation of the study: The study was conducted to determine whether gender and ethnic diversity influences the performance of employees in a higher education institution in South Africa. It is believed that by doing so, the study may assist organisational leaders to determine strategies and best practices that will create culture that is inclusive rather than exclusive.Research approach/design and method: A cross-sectional research design was used. A stratified random sample (n = 258) was chosen by dividing employees into homogeneous strata of academic and non-academic employees. A self-administered questionnaire was used to gather data. Pearson product moment correlation and multiple regression analysis were performed.Main findings: The results show that gender diversity and ethnic diversity are positively and significantly related to employee performance. The study recommends that higher education institutions implement effective diversity management policies and strategies to improve the effectiveness of gender and ethnic diversity towards the performance of employees.Practical/managerial implications: The study recommends organisations to embrace diversity and not just abide by the affirmative action policies and be satisfied with having such a workforce. To achieve this, effective diversity management programmes such as diversity training and mentoring programmes should be implemented to ensure that all employees are properly trained on diversity issues.Contribution/value add: First of all, the findings of this study will add to existing knowledge that will aid in the understanding of gender and ethnic diversity in general and its relevance to employee performance, which in turn leads to organisational performance. Furthermore, this study will be an eye opener to organisational leaders and employees as it will help them to begin to see that diversity is a blessing rather than a matter of legal compliance. It will help organisations to see the need for having diversity and confirm that employees can work together despite their differences.

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