ABSTRACT

The need for private higher education in South Africa is reflected by the explosive growth of newly registered private higher education institutions. This is coupled with a need for corporate quality management of service quality for students and academics. This article elaborates on service quality from a corporate sociotechnical perspective. The research was part of the development of a framework for the holistic management of service quality by means of a corporate total quality service approach. The total quality service framework was developed following a comprehensive sequential research process. This article focuses on the final part of the process: a qualitative open-ended question to identify additional service-quality needs, utilising 499 responses from 647 students and academics. It is concluded that a holistic approach to service quality and the total quality service framework includes quality of work life as a performance objective based on sociotechnical needs beyond the traditional dimensions.

摘要

新注册的私立高等教育机构的爆炸性增长反映了南非对私立高等教育的需求。这就需要对学生和学者的服务质量进行公司质量管理。本文从公司的社会技术角度阐述了服务质量。该研究是通过公司整体质量服务方法对服务质量进行整体管理的框架开发的一部分。在全面的顺序研究过程之后，开发了总体质量服务框架。本文重点介绍该过程的最后一部分：一个定性的，开放性的问题，可以利用647名学生和学者的499条回答来确定其他服务质量需求。