A STUDY OF THE RELATIONSHIP BETWEEN THE QUALITY OF ADMINISTRATIVE SERVICES AND ACADEMIC PERFORMANCE AT TSHWANE UNIVERSITY OF TECHNOLOGY
Journal Title: Journal of Advances in Social Science and Humanities - Year 2018, Vol 4, Issue 2
Abstract
The purpose of the study was to identify and quantify factors that affect the ability of administrative employees of Tshwane University of Technology (TUT) to provide highly profes- sional admission related services to students and relevant stakeholders at the 8 residential campuses of TUT in South Africa. The study was conducted by collecting data from a stratified random sample of size 120 employees of TUT. Data was gathered by use of a structured questionnaire and in-depth interviews. The sample size of the study was equal to n=120. A combination of quantitative and qualitative methods of data collection and analysis were used for conducting the study. As part of the quantitative aspect of study, data analysis was per- formed by using methods such as frequency tables, cross-tab analyses, logit analysis, Markov ChainMonte Carlo (MCMC) algorithms and Bayesian analysis. The performance of em- ployees was assessed by using a composite index developed by Korschun, Bhattacharya and Swain (2014) for conducting a similar study. The study found that 68 of 120 respondents who were selected for the study (56.67%) were capable of provid- ing highly professional services to students and relevant stake- holders by the standards of Korschun, Bhattacharya and Swain (2014), whereas the remaining 52 respondents (43.33%) were incapable of doing the same. Results obtained from logit anal- ysis, MCMC algorithms and Bayesian analysis showed that the ability of employees to provide highly professional admis- sion related services to students and relevant stakeholders was significantly influenced by 3 factors. These predictor variables were having the best interest of customers at all times, having adequate knowledge about procedures and queries from cus- tomers, and showing courtesy to customers at all times, in a decreasing order of strength.
Authors and Affiliations
Ignitious Moraba Zeleke Worku
Keywords
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- EP ID EP319485
- DOI 10.15520/jassh42288
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