Sociotechnical Service Quality for Students and Academics at Private Higher Education Institutions in South Africa

Autor/inn/en	Dirkse van Schalkwyk, Riaan; Maritz, Jeanette; Steenkamp, Rigard J.
Titel	Sociotechnical Service Quality for Students and Academics at Private Higher Education Institutions in South Africa
Quelle	In: Quality in Higher Education, 27 (2021) 1, S.77-98 (22 Seiten)Infoseite zur Zeitschrift PDF als Volltext Verfügbarkeit
Zusatzinformation	ORCID (Dirkse van Schalkwyk, Riaan) ORCID (Maritz, Jeanette)
Sprache	englisch
Dokumenttyp	gedruckt; online; Zeitschriftenaufsatz
ISSN	1353-8322
DOI	10.1080/13538322.2020.1815284
Schlagwörter	Educational Quality; Private Colleges; Higher Education; Corporations; Total Quality Management; Sequential Approach; College Students; College Faculty; Student Attitudes; Teacher Attitudes; Holistic Approach; College Administration; Foreign Countries; Quality of Working Life; Global Education; Student Needs; Institutional Characteristics; South Africa + Suchen Sie Ihr Suchwort? Quality of education; Bildungsqualität; Privathochschule; Hochschulbildung; Hochschulsystem; Hochschulwesen; Unternehmen; Quality management; Qualitätsmanagement; Schrittfolge; Collegestudent; Fakultät; Schülerverhalten; Lehrerverhalten; Holistischer Ansatz; College administrators; Hochschulverwaltung; Ausland; Arbeitsqualität; Globales Lernen; Südafrika; Süd-Afrika; Republik Südafrika; Südafrikanische Republik
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. (As Provided).
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Erfasst von	ERIC (Education Resources Information Center), Washington, DC
Update	2022/1/01