Original Research

Factors Influencing A Customer-Service Culture In A Higher Education Environment

Jacques Liebenberg, Neil Barnes
SA Journal of Human Resource Management | Vol 2, No 2 | a41 | DOI: https://doi.org/10.4102/sajhrm.v2i2.41 | © 2004 Jacques Liebenberg, Neil Barnes | This work is licensed under CC Attribution 4.0
Submitted: 05 November 2004 | Published: 05 November 2004

About the author(s)

Jacques Liebenberg, Rand Afrikaans University, South Africa
Neil Barnes, Rand Afrikaans University, South Africa

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Abstract

The higher education environment is experiencing significant changes, and the focus is moving to competitiveness and customer care. The role of organisational culture and job satisfaction in the delivery of quality customer service was investigated in this study. The indications are that a relationship should exist between organisational culture and learner satisfaction, but it transpired that the relationship between staff members’ job satisfaction and learner satisfaction was not significant. An evaluation of a proposed learner-satisfaction model revealed interesting dynamics influencing relationships between the core dimensions studied.

Opsomming
Die hoëronderwysomgewing is besig om betekenisvol te verander, en die fokus is besig om na mededingendheid en kliëntesorg te verskuif. Die rol van organisasiekultuur en werksbevrediging in die lewering van hoëgehaltekliëntediens is in hierdie studie ondersoek. Daar is aanduidings dat daar ’n verband tussen organisasiekultuur en leerdertevredenheid is, maar dit het geblyk dat daar nie ’n betekenisvolle verband tussen werksbevrediging en leerdertevredenheid is nie. ’n Evaluering van ’n voorgestelde leerdertevredenheidsmodel het interessante dinamika wat die verhouding tussen die kerndimensies van die studie beïnvloed, aan die lig gebring.

Keywords

Customer-Service Culture

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