Faculty of Accounting and Informatics
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Item Prioritising factors influencing service quality at Durban University of Technology: AHP approach(Kamla-Raj, 2014) Ramroop, Shaun; Green, PaulThere have been numerous studies conducted on the evaluation of service quality at universities. However, there remains a deficiency on using a multi criteria decision making approach in determining factors to consider for the improvement of service quality at a university. The purpose of this paper is to report on the use of Analytic Hierarchy Process (AHP) as a decision making tool in determining factors to consider for the improvement of service quality at a university. The study adopted a mixed method methodology and an action research approach was employed using a case at the Durban University of Technology. A purposive convenient sample of 30 participants was used.Data was collected via questionnaires and face-to-face interviews. The data was captured inthe software Expert Choice and the results were processed by taking the aggregated group judgements as the geometric mean of the individual comparisons. The findings reveal that organisational and educational issues are paramount to providing an effective service at tertiary institutions.Item Service delivery at a Satellite Campus: A Durban University of Technology case study(Kamla-Raj Enterprises, 2014) Green, Paul; Ramroop, ShaunThe goal of this paper is to report on the SERVQUAL gap which causes unsuccessful service delivery at a satellite campus of a University of Technology in South Africa. Using a quantitative research design, the study adopts a SERVQUAL model adapted to a tertiary environment containing 5 dimensions of service quality (tangibles, responsiveness, empathy, assurance and reliability). A convenience sampling technique was applied, the data was collected from 99 respondents at the Durban University of Technology (DUT) and the results and discussion are presented. The findings reveal that, on average, customers had high expectations in assurance, responsiveness and reliability dimensions and their highest perceptions were found in the empathy dimension. This paper will benefit management of higher education institutions in identifying cost-effective ways of reducing service quality gaps with particular reference to satellite campuses.