Image and academic expectations of different levels of university students: A South African case

Tait, Mary; Jager, Johan de

doi:10.4314/sajhe.v23i5.48814

Cited by 6 publications

(5 citation statements)

References 0 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…According to a research by Tait and De Jager (2009), students are seen as the main clients in the higher education environment. They are treated as internal consumers, and their experiences as customers are based on evaluations of all the important inputs and outputs of the educational system.…”

Section: Literature Review Quality Service Deliverymentioning

confidence: 99%

Workplace Ethical Communication and Quality Service Delivery of State-owned Tertiary Institutions, Oyo State, Nigeria

Oloye,

Adenekan

2024

IJMCR

View full text Add to dashboard Cite

Internal communications may be as ancient as the practice of communicating organizational values in the workplace. Maintaining a strong culture of compliance at work requires ethical communication. When executed properly, ethical communications may reduce total risk and improve the delivery of high-quality services. But organizations’ risk serious financial, legal, and reputational consequences when they disregard ethics. A service is efficient when the same objectives are accomplished with the help of available resources and successful when the results or accomplishments are valuable to the consumers. Quality has always been the cornerstone of any developed and successful institution around the world. However, preliminary investigations revealed that quality service delivery in State-owned tertiary institutions is on the decline. As a result, this study examined how workplace ethical communication affect the provision of high-quality services in state-owned tertiary institutions in Oyo State, Nigeria. 2,273 management employees at the top and intermediate levels from the six institutions under investigation make up the study's population. The sample size was 329 gotten from Raosoft sample size determinant. Cross sectional survey was adopted for this study. Findings revealed that work ethics significantly influence quality service delivery of State-owned tertiary institutions, Oyo State, Nigeria (Adj R2=0.628; p=0.000, Q2 =0.472). This study concluded that workplace ethical communication and its quality service delivery are inextricably linked. The study recommended that management of the selected State-owned tertiary institutions should ensure that strategies are put in place for strict compliance to ethics and positive attitude being a pre-requisite in delivering quality service

show abstract

Section: Literature Review Quality Service Deliverymentioning

confidence: 99%

Workplace Ethical Communication and Quality Service Delivery of State-owned Tertiary Institutions, Oyo State, Nigeria

Oloye,

Adenekan

2024

IJMCR

View full text Add to dashboard Cite

show abstract

“…According to Virgiyanti et al (2011:578), globally, HEIs are realising the value of marketing theory and are applying these theories and concepts to gain competitive advantages. Tait andDe Jager (2009:1026) concur with this view by stating that the educational environment "has not only become competitive, but also more comercialised".…”

Section: The "Marketisation" Of Higher Educationmentioning

confidence: 99%

Clients service perceptions of private higher education institutions in South Africa: An importance-performance analysis for strategic managers

Bezuidenhout¹,

Jager²

2014

Afr. J. Bus. Manage.

View full text Add to dashboard Cite

Globally, higher education institutions (HEI) are required to be more business-like in their functioning. Students are increasingly being recognised as discerning customers, selecting a provider based on its ability to provide a superior value proposition. Unlike their public counterparts, private higher education institutions (PHEI) in South Africa receive no financial support from the government. To ensure students' patronage, it is imperative for private providers to determine their expectations and how they rate the PHEIs performance. An importance performance analysis (IP) was done based on data gathered from a quantitative survey on 600 full-time students at three different PHEIs. A comparative IP matrix was also constructed to provide the PHEIs with a visual interpretation of the gathered data. The IP analysis yielded significant negative gaps between performance and importance regarding the attributes. The comparative IP matrix indicates important areas for strategic consideration to the three PHEIs respectively. This should assist management in improving their service offerings. This study should also contribute towards the body of knowledge regarding PHEIs in South Africa.

show abstract

“…In other respects institutional image and reputation are considered as two distinct but strongly related social entities (Nguyen & Le Blank, 2001). Rao (1994) as cited in Nguyen and Le Blank (2001) is of the opinion that this relationship is intuitively appealing given the idea that image and reputation may share a certain number of components, while they constitute the global outcome of the process of legitimating or the credentialing mechanism (Tait, de Jager & Soontiens, 2007). Gotsi and Wilson (2001) came to the conclusion that a corporate reputation is a stakeholders overall evaluation of a company over time.…”

Section: Marketing Practices and Reputation In The Higher Education S...mentioning

confidence: 99%

“…Ivy (2001) further states that as competition for student's increases and funding decrease, universities need to create and maintain a distinctive image and reputation in the market place. Consequently higher education institutions are becoming increasingly aggressive in their marketing activities and need to be clear about their positioning in order to convey a favorable image and reputation to their distinctive interest groups, from students to donors (Russel, 2005;Ivy, 2001;Tait, de Jager, & Soontiens, 2007). The abovementioned clarifies the interrelationship between the creation and maintenance of an acceptable corporate reputation and an effective corporate marketing activities (marketing communication system) with its publics.…”

Section: Marketing Practices and Reputation In The Higher Education S...mentioning

confidence: 99%

Marketing and Reputation in the Services Sector

Jager

Soontiens

2010

International Journal of Information Systems in the Service Sector

View full text Add to dashboard Cite

Over the past few decades the tertiary sector has developed from a predominantly inward focussed industry serving public interest to an internationalised and commercially competitive industry. Resulting from this fundamental change is a drive to better understand the most prominent dimensions that impact on internationalisation, more particularly, the expectations and experiences of students. Although some of these can be argued to be country specific, and thus differentiate between markets, others are universal and impact on the overall industry. One of the latter is a pressure to consider and treat students as clients introducing all the dynamics of service delivery and management. The primary objective of this paper is to identify the most important variables related to marketing and reputation issues when selecting a university in South-Africa and compare the same for Singapore students. This study revealed that the most important consideration for the South African sample, regarding marketing and reputation related variables when choosing an institution of higher education, is the academic reputation of the institution, while the marketing activities were regarded as priority by the Singaporean sample.

show abstract

Image and academic expectations of different levels of university students: A South African case

Cited by 6 publications

References 0 publications

Workplace Ethical Communication and Quality Service Delivery of State-owned Tertiary Institutions, Oyo State, Nigeria

Workplace Ethical Communication and Quality Service Delivery of State-owned Tertiary Institutions, Oyo State, Nigeria

Clients service perceptions of private higher education institutions in South Africa: An importance-performance analysis for strategic managers

Marketing and Reputation in the Services Sector

Contact Info

Product

Resources

About