'n Kliëntediensnavorsingsmodel vir die Departement Telematiese Leersisteme aan die PU vir CHO

Abstract

The study sets the objective to develop a generic research model to measure the customer service of the different programmes delivered by the Department Telematic Learning Systems (TLS) at the Potchefstroom University for Higher Education. A literature review of the customer service models Servqual (Parasuraman, 1988ab), Customer Service Index (Bisschoff & Hough, 1994), Competitive Customer Service Index (Ne/ & Bergh, 1998) and the Disconformity Service Quality model by Gronroos (1984) were conducted and relevant concepts of each were incorporated in the formulation of an appropriate service quality model for TLS. The formulated model was empirically tested by using the three larger telematic learning programmes, namely the BBA, MBA and Nursing programmes. The rationale that if the model could provide the necessary analysis and results that management require on a scientific basis for the three selected programmes, the model could also be applied to the most of the programmes. The model succeeded in providing the required information on a scientific basis, and as a result the nu/ research proposition was accepted that a newly formulated model for customer service evaluation for Telematic Learning Systems could be put into practice as a management research tool.