Residensiële studente se persepsie van kliëntediens aan die PU vir CHO

Abstract

This study focuses on the residential students of the Potchefstroom University for Christian Higher Education. Residential students residing in hostels on campus as well as students residing in the city of Potchefstroom were included in this study. The research sample (N = 500) was drawn from the residential students at the Potchefstroom campus who have registered for undergraduate and postgraduate studies up to the level of a Master's degree. All population groups were included for the purposes of this study. To date, no scientific research has been done to determine the perceptions of students regarding customer service at the University, although formal structures do exist to deal with customer dissatisfaction, i.e. hostel councils and Die Wapad. In order to remedy perpetual complaints, to ensure improvement of quality and service and to attract a sustainable customer base, information regarding customer perceptions is necessary - particularly in respect of residential students. The main objective of this study is to determine the perceptions of service quality delivered by various service-providing units within the University. The study also aims to make recommendations to improve customer service within the University. Chapter 2 is a literature study of perceptions, service, customer expectations, determinants of customer satisfaction, poor customer service and constant measurement and improvement. The objective of the discussion in this chapter is to compile the necessary scientific literature towards the generating of a structured questionnaire to measure the perception of the residential students in respect of the customer service at the PU for CHE. In chapter 3, the research layout and procedures are discussed. Data obtained m the

questionnaire are analysed in chapter 4 by way of quantitative and qualitative tabulation. From this analysis the most important student perceptions, some expectations and recommendations by the students themselves are identified and are summarised in chapter 4. The most important findings in this chapter are that very little practically meaningful differences in perception exist between the sub-groups of residential students, and that the students are generally positive in respect of customer service at the PU. However, perceptual gaps exist that ought to be discussed by integrated teams in order to ensure that customer service at the PU is improved on a continuous basis. In the final chapter inferences are summarised, shortcomings of the research are highlighted and recommendations are made to improve the levels of customer service within the University. Final observations are made in this chapter.