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Students' perception of financial aid service quality at a selected University of Technology
Author(s)
Gxothiwe, Princess Nonqaba
Date Issued
2022
Type
Thesis
Publisher
Cape Peninsula University of Technology
Abstract
This study investigates students' perceptions of service quality in the Financial Aid Office at a
selected University of Technology in the era of fee-free education and the COVID-19
pandemic. It is important to know if students' expectations and wants are being met by the
services they receive from the financial aid office of the selected university. The gap between
customers’ expectations of service and perceived service quality will determine student
perceptions. Within the higher education structure, service quality is crucial because of its link
to student satisfaction, competitive edge, student retention and satisfying government
requirements. Despite being tasked by the government agency – the National Student Financial
Aid Scheme (NSFAS) – with the overseeing of donations from both public and private donors,
the Financial Aid Office (FAO) is also a vessel for funding students from poor backgrounds.
The provision of service quality to students contributes to the university’s positive reputation.
The best judges of service quality are students, given that they are both the university's primary
customers and its bursary beneficiaries.
This quantitative study was conducted using a SERVQUAL model structured questionnaire
with closed-ended questions that was administered to 237 NSFAS bursary/loan recipients
selected by means of convenience sampling at the chosen university of technology (UoT). Data
analysis was conducted using the Statistical Package for the Social Sciences (SPSS) version
20.0.
The findings revealed that students have a negative perception of service quality across the
tested dimensions (assurance, empathy, responsiveness, and reliability). They encounter a
lower level of service quality than expected, thus, indicating their dissatisfaction with the
service. However, the tangibility dimension was scored high, meaning that students’ interests
are related to tangible factors. A recommendation of this study is for the participating UoT
FAO to conduct constant evaluations along the five dimensions of service quality as part of
their quality assurance program. Using the results of this evaluation, staff, and management can
understand what adjustments they need to make to improve student service quality. In addition,
changes in the higher education context require universities and policymakers to be proactive
and innovative by reviewing students' needs and prioritising them in order to provide
personalized support. As a result, student satisfaction barriers will be identified and eliminated,
and high-quality service will be continuously delivered.
selected University of Technology in the era of fee-free education and the COVID-19
pandemic. It is important to know if students' expectations and wants are being met by the
services they receive from the financial aid office of the selected university. The gap between
customers’ expectations of service and perceived service quality will determine student
perceptions. Within the higher education structure, service quality is crucial because of its link
to student satisfaction, competitive edge, student retention and satisfying government
requirements. Despite being tasked by the government agency – the National Student Financial
Aid Scheme (NSFAS) – with the overseeing of donations from both public and private donors,
the Financial Aid Office (FAO) is also a vessel for funding students from poor backgrounds.
The provision of service quality to students contributes to the university’s positive reputation.
The best judges of service quality are students, given that they are both the university's primary
customers and its bursary beneficiaries.
This quantitative study was conducted using a SERVQUAL model structured questionnaire
with closed-ended questions that was administered to 237 NSFAS bursary/loan recipients
selected by means of convenience sampling at the chosen university of technology (UoT). Data
analysis was conducted using the Statistical Package for the Social Sciences (SPSS) version
20.0.
The findings revealed that students have a negative perception of service quality across the
tested dimensions (assurance, empathy, responsiveness, and reliability). They encounter a
lower level of service quality than expected, thus, indicating their dissatisfaction with the
service. However, the tangibility dimension was scored high, meaning that students’ interests
are related to tangible factors. A recommendation of this study is for the participating UoT
FAO to conduct constant evaluations along the five dimensions of service quality as part of
their quality assurance program. Using the results of this evaluation, staff, and management can
understand what adjustments they need to make to improve student service quality. In addition,
changes in the higher education context require universities and policymakers to be proactive
and innovative by reviewing students' needs and prioritising them in order to provide
personalized support. As a result, student satisfaction barriers will be identified and eliminated,
and high-quality service will be continuously delivered.
Additional information
Thesis (MTech (Business Administration))--Cape Peninsula University of Technology, 2022
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