A customer satisfactions study of admission process at a South African university

Abstract

In South Africa there is a fierce competition among Higher Education Institutions (HEIs) to attract as many students as possible. This makes most institutions to strive to meet and exceed students (customer) satisfaction. Most institutions strive to meet and exceed customers’ (students) expectations similar to business organisations. It however remains to be investigated if they do succeed in this goal. The purpose of this study was to explore students’ and staff members’ perceptions in regards to customer satisfaction and the level of efficiencies during the registration process at the Business and Management Sciences Faculty at CPUT. This study measures if the registration processes is aligned with students’ needs.