oa Journal of Management & Administration - An evaluation of customer service delivery of the Master of Business Administration programme at an accredited private higher education business school in South Africa : research
This study attempts to evaluate customer service delivery of the Master of Business Administration programme at an accredited private higher education business school in South Africa, herein referred to as the Business School. Customer satisfaction is closely related and influenced by the quality of the services delivered by an organisation. The study indicated that quality of services and the level of communication influences customer satisfaction thus strengthening the theory that a relationship exists between service quality and customer satisfaction. An overall 62% of the respondents were satisfied with the service delivery of the Business School, whilst 15% were unsure and the remaining 23% were unhappy with the service received. A major cause for concern appeared to be the Business School's website. A collective 57% of the respondents were dissatisfied with the information uploaded on the website. The emergence of the internet has accelerated the spread of personal influence, causing it to evolve into a "viral marketing" phenomenon that organisations can ill afford to ignore. Management needs to invest in information technology (IT) resources and in appropriately qualified IT personnel. In addition changes to technology and systems should be made so that they are supportive of the execution of the quality specifications. It is recommended that the Business School regularly assesses employees, as well as customers' experiences and take corrective action accordingly.
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