Analysing service quality as a catalyst for customer satisfaction at TVET colleges

Abstract

This research delves into the pivotal role of service quality in driving customer satisfaction within TVET colleges. Drawing upon the constructs of service quality and customer satisfaction, along with associated theories, this study scrutinizes the relationship between service quality dimensions and student satisfaction in a Free State Province TVET college. Employing SERVQUAL dimension-tangibility, assurance, reliability, responsiveness, and empathy as predictors and student satisfaction as the outcome variable. The research aims to elucidate the existence and impact of service quality on business practices within TVET colleges. By pinpointing challenges in college practices, it highlights how service quality stands as a linchpin in the operational strategies of such institutions. This study operates within an educational milieu while driven by factual business insights, assumptions, and opinions. Here, students transcend the conventional 'learner' role, embodying the critical status of clients, where their satisfaction becomes a focal point in the research's accomplishments. Methodologically, the research employs a quantitative approach. A total of 180 questionnaires were dispersed among students for comprehensive data collection. Utilizing both descriptive and inferential statistics, the study endeavors to address its research inquiries. Subsequently, an exploratory factor analysis was conducted to fulfill the study's objectives. The study's outcomes are poised to provide actionable insights, aiding TVET managers in comprehending, forecasting, and meeting the needs of their clientele by enhancing service quality. Ultimately, the findings serve as a guide for the improvement of customer-centric practices within TVET colleges.