Repository logo
 

Faculty of Management Sciences

Permanent URI for this communityhttp://ir-dev.dut.ac.za/handle/10321/13

Browse

Author: search.filters.author.Mbambo, Sbongiseni NelsonHas files: Yes

Search Results

Now showing 1 - 2 of 2
  • Thumbnail Image
    Item
    Student expectations and perceptions about further education and training colleges with respect to college of choice in KwaZulu-Natal
    (2016) Mbambo, Sbongiseni Nelson; Pillay, Magalingam Atheeshey
    The South African Further Education and Training (FET) sector is facing the challenge of being rated and considered by many young school leavers and the community as a second choice institution, while universities are their first priority. This study aimed to investigate and explore student’s expectations and perceptions of Colleges in KwaZulu-Natal (KZN) with respect to their choice of college. The main objective of this research was to identify students’ expectations and perceptions, and the factors that encourage enrolment at FET colleges, as well as to identify the different expectations and perceptions, according to demographic factors. The SERVQUAL model was employed to establish students’ expectations against perceptions of FET colleges in KZN. The study design was quantitative in nature, using a descriptive technique, cross sectional, and collected data through the application of non-probability sampling with census, quota and convenience sampling methods being utilized to obtain data from a sample of 301 respondents. Data collected from the respondents were analysed with SPSS version 20.0 and interpreted with the use of descriptive and inferential statistics. The questionnaire measured students’ expectations and perceptions in five dimensions of service, namely tangibles, reliability, assurance, responsiveness and empathy. The findings demonstrate that students had higher expectations of service quality with lower perceptions of the actual service received. The negative gaps within the five SERVQUAL service quality dimensions, implies that the students were dissatisfied with the level of service in their FET colleges. The gaps, from largest to smallest, were Reliability, Assurance, Tangible, Responsiveness, and Empathy. FET College management is advised to attend to these above-mentioned gaps and to ensure that the necessary strategies are immediately implemented, as these would improve the FET brand and ultimately position FET Colleges as the institution of first choice in KZN.
  • Thumbnail Image
    Item
    Service quality’s role in students’ decisions to study at Further Education and Training Colleges
    (Kamla-Raj, 2017) Pillay, Magalingam Atheeshey; Mbambo, Sbongiseni Nelson; Mason, Roger Bruce
    The aim of this paper was to explore student expectations and perceptions about Further Education and Training colleges with specific reference to reasons for the students’ choice of college. A tota l of 301 respondents participated in a survey which used a questionnaire based upon the SERVQUAL instrument. All the service quality dimensions measured in the students’ survey contain negative mean gap scores, indicating a high level of dissatisfaction with the quality of service received. From these findings, the authorities at the FETs can better understand the gaps in their service quality dimensions and how to close them in their attempts to improve on service quality. The reliability dimension, which emerged as the most important service quality predictor, needs the most attention.