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An interpretive analysis of the experiences of adults working as university support staff

- Zini, Thembela Nomonde

Authors: Zini, Thembela Nomonde
Date: 2021-10-29
Subjects: Universities and colleges South Africa , Universities and colleges Employees , Universities and colleges Sociological aspects , Identity (Psychology) , Identity (Psychology) Social aspects , Work Psychological aspects , Work Social aspects , Interpretive Phenomenological Analysis (IPA)
Language: English
Type: Masters theses , text
Identifier: http://hdl.handle.net/10962/188888 , vital:44795
Description: Work means different things to different people and the different meanings they make of their work has the unique ability of contributing to a sense of identity. Support staff have to negotiate their personal identities and social identities to develop a work identity in the complex South African context that has its unique challenges. Exploring how support staff make sense of their experiences, when it comes to their identities, reveals what identity work strategies they use. An interpretative phenomenological method of inquiry was employed as an initial research method to explore the aspects that impact on the identity formation of support staff at Rhodes University. The study aims to investigate how support staff have constructed a work identity through their constructions of their experiences. Six participants were recruited through a purposive sampling method and data were collected using semi-structured interviews. The study revealed that support staff use the following identity work strategies to negotiate their identities: Financial, Personality, Career mobility, Roles, Status and Esteem, Subjective wellbeing. These themes were derived from the narratives of the participants, using the emphases in the data and suggest that support staff use identity work strategies both outside and within the workplace, when constructing their work identities. The study illustrates that as people ascribe different meanings to work, they will define and negotiate their identities in the workplace based upon those meanings. Identity work is indeed challenging for support staff because they need to use identity strategies that are enhancing to their self-esteem. Identity work is a challenging task because of the many tensions and demands of modern society, as adults negotiate their needs to provide for families and to find ways to construct their job status in positive ways. , Thesis (MA) -- Faculty of Humanities, Psychology, 2021
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Date Issued: 2021-10-29

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An exploratory study of students’ expectations and perceptions of service quality in a South African higher education institution

- Williams, Alyssa Shawntay

Authors: Williams, Alyssa Shawntay
Date: 2018
Subjects: SERVQUAL (Service quality framework) , Relationship marketing , Consumer satisfaction , Sampling (Statistics) , College students Attitudes , Universities and colleges South Africa
Language: English
Type: text , Thesis , Masters , MCom
Identifier: http://hdl.handle.net/10962/63844 , vital:28496
Description: Within the past few years, higher education institutions have come under an exorbitant amount of pressure to restructure, increase funding and grow student numbers, whilst still preserving the service quality they offer. The purpose of this study is to measure students’ expectations and perceptions in a higher education institution and establish how significant of a gap exists between what is expected and what is perceived. The instrument utilised within the present study is SERVQUAL. A convenience sampling approach was adopted, furthermore, both descriptive and inferential statistics were used to analyse the data pertaining to the objectives concerning students’ gap between expectations and perceptions and hypotheses regarding the gap between students’ differences in each faculty, respectively. The study found that there were gaps in all dimensions with the order being, from highest to lowest: Reliability – Responsiveness – Assurance – Empathy – Tangibility. In addition, the significant difference in means according to faculty was established and the only dimension with a significant difference was Empathy. These results were used to offer recommendations to management, faculties and departments of the higher education institution under study about where they are deficient, consequently, improving their services to enhance their service quality and increase their competitive advantage but without financial strain. Overall, the conclusions the present study reached was that students and higher education institutions need to have a mutual interest in their relations. This means that as much as higher education institutions need to provide high service quality to students, students need to be willing to provide feedback and interact.
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Date Issued: 2018

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