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Studente se persepsie van kliëntediens deur 'n akademiese departement
Dissertation (MCom)--University of Pretoria, 2001.
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| Format: | Thesis |
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University of Pretoria
2013
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| _version_ | 1867613506549841920 |
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| access_status_str | Open Access |
| author2 | Vermeulen, Leopold Petrus |
| author_browse | Vermeulen, Leopold Petrus |
| author_facet | Vermeulen, Leopold Petrus |
| collection | Thesis |
| dc_rights_str_mv | © 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. |
| description | Dissertation (MCom)--University of Pretoria, 2001. |
| format | Thesis |
| id | oai:repository.up.ac.za:2263/25387 |
| institution | University of Pretoria (South Africa) |
| last_indexed | 2026-06-10T12:37:14.131Z |
| license_str | Other — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from UPSpace — University of Pretoria Institutional Repository |
| publishDate | 2013 |
| publishDateRange | 2013 |
| publishDateSort | 2013 |
| publisher | University of Pretoria |
| publisherStr | University of Pretoria |
| record_format | dspace |
| source_str | UPSpace — University of Pretoria Institutional Repository |
| spelling | oai:repository.up.ac.za:2263/25387 Studente se persepsie van kliëntediens deur 'n akademiese departement Vermeulen, Leopold Petrus Mouton, Michelle Servqual measuring instrument Client-centered service Opinion and expectations questionnaire Customer expectations of service Consumer perceptions Client service UCTD Dissertation (MCom)--University of Pretoria, 2001. 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. Human Resource Management unrestricted 2013-09-06T21:06:52Z 2003-08-22 2013-09-06T21:06:52Z 1995-01-01 2001 2003-06-10 Thesis 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 > http://hdl.handle.net/2263/25387 http://upetd.up.ac.za/thesis/available/etd-06102003-153400/ © 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. application/pdf University of Pretoria |
| spellingShingle | Servqual measuring instrument Client-centered service Opinion and expectations questionnaire Customer expectations of service Consumer perceptions Client service UCTD Studente se persepsie van kliëntediens deur 'n akademiese departement |
| title | Studente se persepsie van kliëntediens deur 'n akademiese departement |
| title_full | Studente se persepsie van kliëntediens deur 'n akademiese departement |
| title_fullStr | Studente se persepsie van kliëntediens deur 'n akademiese departement |
| title_full_unstemmed | Studente se persepsie van kliëntediens deur 'n akademiese departement |
| title_short | Studente se persepsie van kliëntediens deur 'n akademiese departement |
| title_sort | studente se persepsie van klientediens deur n akademiese departement |
| topic | Servqual measuring instrument Client-centered service Opinion and expectations questionnaire Customer expectations of service Consumer perceptions Client service UCTD |
| url | http://hdl.handle.net/2263/25387 http://upetd.up.ac.za/thesis/available/etd-06102003-153400/ |