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Quality of Service at the ICT Centre of a Ghanaian University-Part 1: The Survey

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Author(s): G.O. Ofori-Dwumfuo | P.K. Adzobu

Journal: Current Research Journal of Social Science
ISSN 2041-3238

Volume: 4;
Issue: 6;
Start page: 440;
Date: 2012;
Original page

Keywords: Expectations and perceptions of service | Ghana university | quality of service | service quality dimensions | service quality measurement | SERVQUAL

ABSTRACT
This study assesses the quality of service at the ICT Centre in the University of Cape Coast, Ghana, from the students’ perspective. A survey methodology was used and a modified SERVQUAL questionnaire was adopted to explore students’ expectations and perceived service levels along a five-point likert scale. One hundred and five copies of the questionnaire were administered and 93 responses obtained. The results showed that the students rated the overall service quality of the ICT Centre as average. The students were satisfied with the Centre staff being competent in their delivery and in responding to students’ questions. They were also satisfied with the Centre staff giving them personal attention. Factors identified as influencing service quality were found in the inability of staff to give prompt service to students, to fulfill promises to students and to tell students when services were to be performed. Lack of up-to-date hardware and software was also a weakness. A major issue unsatisfactory to the students was the unreliability of their Internet services; the bandwidth allocated was small. The study has been reported in two parts; the details of the survey have been reported in Part 1, i.e., this study; and Part 2 summarizes, discusses and analyses the survey report.
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