This study aims at exploring the relationship between service quality dimensions and overall service quality dimensions (tangibility, responsiveness, reliability, assurance and empathy) and students satisfaction. Additionally, this study also looks at the critical factors in service quality dimensions that contribute most to the satisfaction of the students. The data was collected using a set of questionnaire from 798 undergraduate students who offered various bachelor degrees in a public higher education institution in Ghana. The study provides empirical evidences of these relationships. The results of this study affirms the results of Parasuraman’s SERVQUAL (1985) study, which related to the factors contributing to students’ satisfaction. The outcome of the study amplifies the assertion that service quality (tangibility, responsiveness, reliability, assurance and empathy) has a positive impact on student’s overall satisfaction.
This study focuses on social media advertising as one of the modes of communication which could be used to promote products and services. The present research sought to find out the extent to which social media advertising is making an impact on SMEs in the Kumasi Metropolis. A qualitative research approach with emphasis on case study as a research design was employed. Data was collected from 17 respondents in the form of face to face interviews from artisans working in a range of small medium scale enterprises within the Kumasi Metropolis, specifically in the Bomso, Anloga Junction and Afful Nkwanta catchment areas. Two major themes emerged from the findings: “social media for business promotion” and “perceptions of artisans on social media”. The findings suggest that there is the need for an intensive education on the use and importance of social media advertising for business purposes and the perceptions of the artisans about social media advertising could be explored for future research with regard to policy and practice.
IntroductionThis paper focuses on the effectiveness of Total Quality Management on Organisational Performance of the printing firms in Kumasi in the Ashanti Region of Ghana. Like other industries, the printing industry plays a major role in the economy of Ghana. The printing press creates an extensive variety of items which are needed in almost every progression of our normal life. These include books, magazines, memo pads, newspapers, post cards, and many others (Deshpande, 2011). In the Printing press, however, one of the key factors customers consider when buying or upgrading a colour reproduction system is quality (Engeldrum, 2004). Nonetheless, 'Quality' however is a dynamic idea that applies to every facet of life. Presently, the world depends on higher levels of excellence. This is why the idea of 'quality management' is frequently viewed as the foremost need for any organisation that aspires to be successful (Cornelison, 2013).With quality in mind as the driving force for continuous perfection in the print industry, a vast array of theories and philosophies have been propounded on quality and quality management standards by prestigious scholars such as Philip Crosby, William Deming and Joseph Juran. Moreover, in the advanced countries, Quality Management Systems such as Lean Manufacturing, Six Sigma, Deming Prize, International Organisation for Standardisation(ISO) etc. have been implemented in organisations and have proved to be sensational. A typical example is an extensive study conducted by Cornelison in 2013 using some selected printing presses in California as a case.However, there is difficulty in the application of the 'various theories and philosophies on quality and quality management' (Cornelison, 2013) in organisations in Ghana particularly the printing industry. For the printing industry in Ghana to have a better opportunity in future, there should be proper identification of all the components of print quality management system to ensure the maintenance of 'quality' advantages in the services rendered to customers. It is believed that the quality of printed materials has considerable impact in information communication. A quality printed material attracts the interest of the target audience. A quality book or publication makes reading pleasurable. There are many factors that affect the quality of publications at the prepress level. These include spelling mistakes, poor leading, poor choice of typography, low quality images, inconsistency in colour profiling and incorrect choice of file
The increase in the number of tertiary institutions in Ghana offering Communication Design calls for a review of activities in the premium Department of Communication Design in Kwame Nkrumah University of Science and Technology. Grounded in service qualitytheory, the study examined students' perceptions and satisfaction relationships among five key variables related to satisfaction with service quality: assurance, tangibles, reliability, empathy and responsibility. The design employed for the study was survey. A total of 400 questionnaire were randomly distributed, out of which 260 were returned during the end of the second semester of the 2014/2015 academic year. The instrument used for the study was adapted from Cronin and Taylor's Service Quality Questionnaire.The instrument consisted of two parts; Part A consisted of items o respondent's biodata while Part B comprised of 22 items which elicited responses from student's perceived satisfaction. The results of the study using the factorial analysis technique indicated that students had negative perceptions and satisfaction about service delivery in the department. The findings suggest that there is a missing link between the deapartment and students. Baesd on these findings, the researchers recommend that there should be an avenue where students can address their concerns without malice, and also ensure that these concerns are given the maximum consideration.
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