An assessment of service quality delivery in the state and private funded universities in Ghana: a case of Kwame Nkrumah University of Science and Technology and Methodist University.
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Date
2008
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Abstract
This study was undertaken at Kwame Nkrumah University of Science and Technology and Methodist University College Ghana. It was aimed at assessing the service quality delivery gaps in the public and private funded universities.
Among the objectives of the study are to identify service offerings by Kwame Nkrumah University of Science and Technology and Methodist University College Ghana, evaluate the quality of service offered by Kwame Nkrumah University of Science and Technology and Methodist University College Ghana, perform a comparative analysis of service quality of Kwame Nkrumah University of Science and Technology and Methodist University College Ghana, recommend appropriate strategies to be adopted to close the gap between Kwame Nkrumah University of Science and Technology and Methodist University College Ghana.
Both primary and secondary data were used. The primary data was based on the field data collected with the use of both questionnaires and interviews conducted. Secondary data gathered were from literature of previously conducted research in the subject area. The data obtained were analysed using the SPSS.
The research revealed that using the SERVQUAL model, service quality can evaluated in five categories; tangibles, responsiveness, empathy, reliability and assurance. The focus for this research was centred on teaching and learning. These indicators were meant to have an impact on the overall service quality delivery in Kwame Nkrumah University of science and Technology and Methodist University College Ghana.
From the study it was concluded that service quality delivery in Kwame Nkrumah University of Science and Technology and Methodist University College Ghana is significantly different.
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A thesis submitted to the School of Business Administration, Department of Marketing and Corporate Strategy, in partial fulfilment of the requirements for the award of an Mphil degree in Business Administration (Strategic Management & Management Consulting).