Thesis (Ph. D.)--Computing, Georgia Institute of Technology, 2007. / Committee Chair: Dovrolis, Constantine; Committee Member: Ammar, Mostafa; Committee Member: Schwan, Karsten; Committee Member: Steenkiste, Peter; Committee Member: Zegura, Ellen.

Thesis (Ph.D.)--Drexel University, 2009. / Includes abstract and vita. Includes bibliographical references (leaves 108-114).

Thesis (M.Dev.Stud.)--Victoria University of Wellington, 2009. / Includes bibliographical references.

Thesis (Ph. D.)--Virginia Commonwealth University, 2009. / Prepared for: Dept. of Information Systems. Title from title-page of electronic thesis. Bibliography: leaves 177-188. Available online via the internet.

Thesis (M.S.) in Computer Engineering--University of Maine, 2004. / Includes vita. Includes bibliographical references (leaves 50-51).

Thesis (M.S.)--Oregon State University, 2008. / Printout. Includes bibliographical references (leaves 88-90). Also available on the World Wide Web.

Thesis (Ph. D.)--Oregon State University, 2007. / Printout. Includes bibliographical references (leaves 137-146). Also available on the World Wide Web.

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A research report submitted to the Faculty of Commerce, Law and Management, University of the Witwatersrand, in partial fulfilment of the requirements for the degree of Master of Management in the field of Strategic Marketing, Johannesburg 2019 / There is increased usage of self-service technology in efforts to deliver superior service quality in business schools. This transition from face-to-face interaction has led to both satisfaction and dissatisfaction with service quality delivered. This study sought to ascertain the impact self-service technologies have on the perception of service quality (Servqual) dimensions of reliability, tangibility, assurance, responsiveness and empathy. A survey research instrument based on an adapted Servqual questionnaire that was self-administered was employed. Convenience sampling was utilised on the Wits Business School campus, with 210 students’ views captured. Then, the data was analysed using GAP analysis and descriptive statistics extrapolated from the data. The results of the study indicate that a transition to self-service portals does not lead to customers having a positive view of all the service quality dimensions as most customers were neutral in their perceptions. Students, therefore, need to have both self-service technologies and walk-in centres for face-to-face interaction. The study contributes to the ever-increasing knowledge on the usage of self-service technology in higher education in emerging markets. While there are significant shifts towards usage of the portals in business schools, there is a need to control the pace of change and avoid drastic adoption without other options as it may not lead to positive customer perceptions. The study recommends that transition not be drastic, that focus be on user-friendliness of the portals, that there be increased use of interactive technologies such as chatbots to increase responsiveness as well as a provision of people to engage with when there is need for escalation of issues aiding service recovery. / XL2019

published_or_final_version / Public Administration / Master / Master of Public Administration