Sociotechnical service quality for students and academics at private higher education institutions in South Africa

IF 1.1 Q3 EDUCATION & EDUCATIONAL RESEARCH Quality in Higher Education Pub Date : 2021-01-02 DOI:10.1080/13538322.2020.1815284

Riaan Dirkse van Schalkwyk, Jeanette Elizabeth Maritz, R. Steenkamp

引用次数: 0

Abstract

ABSTRACT The need for private higher education in South Africa is reflected by the explosive growth of newly registered private higher education institutions. This is coupled with a need for corporate quality management of service quality for students and academics. This article elaborates on service quality from a corporate sociotechnical perspective. The research was part of the development of a framework for the holistic management of service quality by means of a corporate total quality service approach. The total quality service framework was developed following a comprehensive sequential research process. This article focuses on the final part of the process: a qualitative open-ended question to identify additional service-quality needs, utilising 499 responses from 647 students and academics. It is concluded that a holistic approach to service quality and the total quality service framework includes quality of work life as a performance objective based on sociotechnical needs beyond the traditional dimensions.

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南非私立高等教育机构学生和学者的社会技术服务质量

新注册的私立高等教育机构的爆炸式增长反映了南非对私立高等教育的需求。与此同时，企业需要对学生和学者的服务质量进行质量管理。本文从企业社会技术的角度阐述了服务质量。该研究是通过企业全面优质服务方法开发服务质量整体管理框架的一部分。全面质量服务框架是在一个全面有序的研究过程之后制定的。本文的重点是这个过程的最后一部分:一个定性的开放式问题，以确定额外的服务质量需求，利用来自647名学生和学者的499个回答。结论是，服务质量的整体方法和全面质量服务框架包括工作生活质量作为超越传统维度的基于社会技术需求的绩效目标。

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来源期刊

Quality in Higher Education EDUCATION & EDUCATIONAL RESEARCH-

CiteScore

3.30

自引率

14.30%

发文量

期刊介绍： Quality in Higher Education is aimed at those interested in the theory, practice and policies relating to the control, management and improvement of quality in higher education. The journal is receptive to critical, phenomenological as well as positivistic studies. The journal would like to publish more studies that use hermeneutic, semiotic, ethnographic or dialectical research as well as the more traditional studies based on quantitative surveys and in-depth interviews and focus groups. Papers that have empirical research content are particularly welcome. The editor especially wishes to encourage papers on: reported research results, especially where these assess the impact of quality assurance systems, procedures and methodologies; theoretical analyses of quality and quality initiatives in higher education; comparative evaluation and international aspects of practice and policy with a view to identifying transportable methods, systems and good practice; quality assurance and standards monitoring of transnational higher education; the nature and impact and student feedback; improvements in learning and teaching that impact on quality and standards; links between quality assurance and employability; evaluations of the impact of quality procedures at national level, backed up by research evidence.