Students' perceptions of service quality levels of students housing at the large metropolitan university
- Authors: Elie, Sammy Abraham
- Date: 2013
- Subjects: SERVQUAL (Service quality framework) , Student housing -- Resident satisfaction -- South Africa , Consumer satisfaction -- South Africa , Nelson Mandela Metropolitan University -- Student housing
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8869 , http://hdl.handle.net/10948/d1020297
- Description: The increasing attention to the provision of accessible, decent, safe and academically appropriate student housing in South Africa has led to a closer investigation of the nature and levels of quality in both on-campus and off-campus student accommodation. Nationwide, student housing management recognises that quality student housing is of great importance to both the quality of the higher education system and the success of students. In recent years, many studies in the field of service quality have been conducted within higher education. However, fewer studies have focused specifically on service quality in student housing. The purpose of this study was to evaluate the perceptions of students with regard to service quality levels in on-campus and off-campus student housing at NMMU, and to identify those service quality dimensions that need attention. A literature review was conducted to explore the meaning and nature of service and quality in student housing. It was concluded that from the different facets of service that quality, customer expectations, customer perception and customer satisfaction are important constructs in evaluating fully the levels of service quality. An amended SERVQUAL instrument comprising 41 items was used for students, in order to evaluate the service quality at on-campus and accredited off-campus student housing at NMMU. The results showed that there are significant differences in the service quality dimensions of on-campus student housing and off-campus student housing. Oncampus student housing gleaned a positive assessment for the dimensions of reliability, responsiveness, empathy and assurance. However, negative perceptions prevail with regard to on-campus infrastructural/tangible issues. The off-campus student housing fell short in a number of service-quality dimensions, including reliability, empathy, responsiveness and infrastructural/tangible issues. The assurance dimension received positive assessments for both on-campus and off-campus student housing. The study proposes that the NMMU student housing management pay attention to the shortcomings and make the desired improvements. The findings of this treatise have practical implications for student-housing managers, as they could direct their resources to improving poor service dimensions, and similarly refine marketing strategies, so that students’ needs are met in an exceptional and satisfactory manner.
- Full Text:
- Date Issued: 2013
- Authors: Elie, Sammy Abraham
- Date: 2013
- Subjects: SERVQUAL (Service quality framework) , Student housing -- Resident satisfaction -- South Africa , Consumer satisfaction -- South Africa , Nelson Mandela Metropolitan University -- Student housing
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8869 , http://hdl.handle.net/10948/d1020297
- Description: The increasing attention to the provision of accessible, decent, safe and academically appropriate student housing in South Africa has led to a closer investigation of the nature and levels of quality in both on-campus and off-campus student accommodation. Nationwide, student housing management recognises that quality student housing is of great importance to both the quality of the higher education system and the success of students. In recent years, many studies in the field of service quality have been conducted within higher education. However, fewer studies have focused specifically on service quality in student housing. The purpose of this study was to evaluate the perceptions of students with regard to service quality levels in on-campus and off-campus student housing at NMMU, and to identify those service quality dimensions that need attention. A literature review was conducted to explore the meaning and nature of service and quality in student housing. It was concluded that from the different facets of service that quality, customer expectations, customer perception and customer satisfaction are important constructs in evaluating fully the levels of service quality. An amended SERVQUAL instrument comprising 41 items was used for students, in order to evaluate the service quality at on-campus and accredited off-campus student housing at NMMU. The results showed that there are significant differences in the service quality dimensions of on-campus student housing and off-campus student housing. Oncampus student housing gleaned a positive assessment for the dimensions of reliability, responsiveness, empathy and assurance. However, negative perceptions prevail with regard to on-campus infrastructural/tangible issues. The off-campus student housing fell short in a number of service-quality dimensions, including reliability, empathy, responsiveness and infrastructural/tangible issues. The assurance dimension received positive assessments for both on-campus and off-campus student housing. The study proposes that the NMMU student housing management pay attention to the shortcomings and make the desired improvements. The findings of this treatise have practical implications for student-housing managers, as they could direct their resources to improving poor service dimensions, and similarly refine marketing strategies, so that students’ needs are met in an exceptional and satisfactory manner.
- Full Text:
- Date Issued: 2013
Environmental health work methods and procedures for the surveillance and control of avian influenza in the Eastern Cape Province, South Africa
- Authors: Elie, Sammy Abraham
- Date: 2008
- Subjects: Avian influenza -- Eastern Cape -- South Africa -- Prevention , Environmental health -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:9834 , http://hdl.handle.net/10948/947 , http://hdl.handle.net/10948/d1009648 , Avian influenza -- Eastern Cape -- South Africa -- Prevention , Environmental health -- South Africa -- Eastern Cape
- Description: Avian influenza is an infectious disease of birds caused by the Type A strain of the influenza virus. The disease, which was first identified in Italy more than 100 years ago, occurs worldwide (World Health Organization, 2006a). The current outbreak of the highly pathogenic avian influenza A (H5N1), which began in Southeast Asia in mid-2003, is the largest and most severe on record. Never before in the recorded history of this disease have so many countries been simultaneously affected. Since the last pandemic in 1968-1969, the risk of an influenza pandemic has not been considered greater than at the present time. The importance of intervention strategies had become increasingly evident throughout the world. The World Health Organization provides a generic outline for preparedness plans to assist countries in their preparations to respond to a possible avian influenza pandemic. These guidelines may be modified as the epidemiology of avian influenza evolves. The South African National Department of Health has developed national guidelines in the form of an avian influenza preparedness plan. These draft guidelines do not provide detailed Environmental Health work methods and - procedures for the effective surveillance and control of the disease. The general purpose of this study is to develop a standardised set of Environmental Health work methods and - procedures, which will contribute to the effective surveillance and control of avian influenza in the Eastern Cape province – South Africa. Within the context of the purpose of this study, a qualitative, explorative, descriptive, inductive and deductive research design will be used. The methods of data collection will be documentary research, telephonic as well as in-depth personal interviews. In this study, documentary research will be the primary method of data collection. With a qualitative approach, the researcher will be the human instrument for data analysis. The process of qualitative data analysis will be based on data reduction and interpretation; and will be conducted as an activity simultaneously with data collection, data interpretation and narrative reporting writing.
- Full Text:
- Date Issued: 2008
- Authors: Elie, Sammy Abraham
- Date: 2008
- Subjects: Avian influenza -- Eastern Cape -- South Africa -- Prevention , Environmental health -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:9834 , http://hdl.handle.net/10948/947 , http://hdl.handle.net/10948/d1009648 , Avian influenza -- Eastern Cape -- South Africa -- Prevention , Environmental health -- South Africa -- Eastern Cape
- Description: Avian influenza is an infectious disease of birds caused by the Type A strain of the influenza virus. The disease, which was first identified in Italy more than 100 years ago, occurs worldwide (World Health Organization, 2006a). The current outbreak of the highly pathogenic avian influenza A (H5N1), which began in Southeast Asia in mid-2003, is the largest and most severe on record. Never before in the recorded history of this disease have so many countries been simultaneously affected. Since the last pandemic in 1968-1969, the risk of an influenza pandemic has not been considered greater than at the present time. The importance of intervention strategies had become increasingly evident throughout the world. The World Health Organization provides a generic outline for preparedness plans to assist countries in their preparations to respond to a possible avian influenza pandemic. These guidelines may be modified as the epidemiology of avian influenza evolves. The South African National Department of Health has developed national guidelines in the form of an avian influenza preparedness plan. These draft guidelines do not provide detailed Environmental Health work methods and - procedures for the effective surveillance and control of the disease. The general purpose of this study is to develop a standardised set of Environmental Health work methods and - procedures, which will contribute to the effective surveillance and control of avian influenza in the Eastern Cape province – South Africa. Within the context of the purpose of this study, a qualitative, explorative, descriptive, inductive and deductive research design will be used. The methods of data collection will be documentary research, telephonic as well as in-depth personal interviews. In this study, documentary research will be the primary method of data collection. With a qualitative approach, the researcher will be the human instrument for data analysis. The process of qualitative data analysis will be based on data reduction and interpretation; and will be conducted as an activity simultaneously with data collection, data interpretation and narrative reporting writing.
- Full Text:
- Date Issued: 2008
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