Studente se persepsie van kliëntediens deur 'n akademiese departement

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dc.contributor.advisor Vermeulen, Leopold Petrus en
dc.contributor.postgraduate Mouton, Michelle en
dc.date.accessioned 2013-09-06T21:06:52Z
dc.date.available 2003-08-22 en
dc.date.available 2013-09-06T21:06:52Z
dc.date.created 1995-01-01 en
dc.date.issued 2001 en
dc.date.submitted 2003-06-10 en
dc.description Dissertation (MCom)--University of Pretoria, 2001. en
dc.description.abstract Customer service has recently become an important subject with significant consequences for academic institutions. However, there is a lack of research in this area and relevant, scientifically justifiable studies should assist in determining what is required for the provision of good quality service to students. The purpose of this study was to determine the difference between the expectations of service and the perceptions of actual service provided by the Human Resources Department at the University of Pretoria. The respondent group included students from a variety of disciplines who chose Industrial and Organisational Psychology as subject. Based on the survey method a questionnaire was used to gather the relevant information. The literature study identified five important dimensions of customer service namely tangibles, reliability, responsibility, security and empathy. The expectations and perceptions of the students (n=255) of actual service in terms of the above dimensions were determined and weighed against each other. The results of this study showed that although there is room for improvement, the level of customer service provided by the department was proven to be satisfactory. The following conclusions were made regarding the perceptions of the research group in terms of current and expected levels of service. Aspects that appeared to be most satisfactory, were appearance of employees, reliability of lecturers, safety of interaction, time spent with students and keeping of accurate records. There is room for improvement in the following areas: spending time with individuals, current working and consulting hours, efficiency of available facilities and attention given to students' needs. Field of study, age, language, residence, academic and historical year did not have any effect worth mentioning on the perceptions of current levels of service. Biographical variables did have an impact on the expectations of levels of service. en
dc.description.availability unrestricted en
dc.description.department Human Resource Management en
dc.identifier.citation Mouton, M 2001, Studente se persepsie van kliëntediens deur 'n akademiese departement (Afrikaans), MCom thesis, University of Pretoria, Pretoria, viewed yymmdd < http://hdl.handle.net/2263/25387 > en
dc.identifier.upetdurl http://upetd.up.ac.za/thesis/available/etd-06102003-153400/ en
dc.identifier.uri http://hdl.handle.net/2263/25387
dc.language.iso en
dc.publisher University of Pretoria en_ZA
dc.rights © 1995, University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria. en
dc.subject Servqual measuring instrument en
dc.subject Client-centered service en
dc.subject Opinion and expectations questionnaire en
dc.subject Customer expectations of service en
dc.subject Consumer perceptions en
dc.subject Client service en
dc.subject UCTD en_US
dc.title Studente se persepsie van kliëntediens deur 'n akademiese departement en
dc.type Thesis en


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