An Assessment of the Service Quality Delivery in Tertiary Education – A Case Study of Pentecost University College, Ghana
Quality in tertiary education is one key issue which is gaining awareness in the increasing global knowledge society. In Ghana, the situation is not different. With the increasing number of tertiary education providers, attention is now being focused on the student-customer in order to provide quality services to achieve customer satisfaction and profitability at the same time. The study attempted to assess the service quality delivery in the Pentecost University College (PUC), Ghana, with the view of understanding how various factors or dimensions of service quality affected students’ satisfaction within a university setting. It also sought to assess Management and staff perception of service quality in the University. The methodology adopted the case study approach for the study. Data were collected using questionnaires from a sample of 230 respondents selected from the study population of 2733. SPSS was used in the analysis of primary data collected and the results were presented in the form of tables and figures. The findings were that both students and staff were satisfied with the service quality delivery in PUC. Both students and staff agreed that the current level of service quality in PUC was high. Additionally, it was found that quality dimensions such as empathy, assurance, tangibles, processes and procedures were important factors to students and staff. For instance, the study concluded that 66% of the students were not satisfied with how results are released in the University. Finally, it was found that course of study was the main factor which influenced local and international students to enroll at PUC. The study concluded that assessing service quality delivery enable tertiary education providers to prioritise factors which are considered important to students and staff for customer satisfaction, effective allocation of resources and for building and sustaining competitive advantage in a globally competitive higher education environment.
A Thesis submitted to the Institute of Distance Learning, Kwame Nkrumah University of Science and Technology, Kumasi in partial fulfillment of the requirements for the degree of Commonwealth Executive Masters of Business Administration, September-2012