Factors influencing a customer service culture in a higher education environment.

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dc.contributor.author Liebenberg, Jacques Stefan
dc.date.accessioned 2007-10-24T13:23:34Z
dc.date.available 2007-10-24T13:23:34Z
dc.date.issued 2007-10-24T13:23:34Z
dc.identifier.uri http://hdl.handle.net/10210/113
dc.description.abstract All organisations, including higher education institutions, are subjected to the demands and competition of the market in which they function. Over the past few years there has been a steady increase in the level of competitiveness of the higher education sector. The days when higher education institutions could dictate to learners are definitely something of the past, and quality service and customer care are becoming more important. In order to retain and expand market share, highquality service must be rendered. Due to the very nature of higher education institutions, the contribution and role of employees are quite significant. The nature of corporate culture and level of job satisfaction, as in the case of the private sector, have an impact on the delivery of customer service. The question, however, is: Do a positive corporate culture and high levels of job satisfaction contribute to the level of learner satisfaction in a higher education environment? In order to investigate this matter, empirical research was conducted by presenting two structured questionnaires (a culture survey and a job satisfaction survey) to employees, and a learner satisfaction questionnaire to learners. Based on the data obtained through the research, a rank-order correlation was done to establish whether or not there is a significant relationship between corporate culture, job satisfaction and learner satisfaction. The findings show that there is not a significant relationship between learner satisfaction and job satisfaction. However, a relationship was observed between corporate culture and learner satisfaction. From this observation it can be deduced that a positive corporate culture could contribute to learner satisfaction. en
dc.description.sponsorship Dr. NR Barnes en
dc.language.iso en en
dc.subject job satisfaction en
dc.subject corporate culture en
dc.subject customer services en
dc.subject universities and colleges en
dc.subject Technikon Pretoria en
dc.title Factors influencing a customer service culture in a higher education environment. en
dc.type Thesis en

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