Submitted in partial fulfilment of the requirements for the Degree of Masters in Business Administration (MBA), Business Studies Unit, Faculty of Management Sciences, Durban University of Technology, 2008 / Customer satisfaction is the key ingredient to the success of any business. This is the most important factor that creates loyal customers. Presently, organisations are attempting to obtain increased customer satisfaction by focusing on the quality of their products and the service provided. Students were identified as customers of HEI’s. This research focuses on the determination of customer perception of service quality at the Business Studies Unit (BSU) of the Durban University of Technology. The objectives were: to identify expectations of students of the BSU; to identify the perceptions of students of the BSU and to measure and compare the expectations and perceptions of students using the SERVQUAL score. Customer perceptions were determined by means of a quantitative survey conducted at the BSU lecture venues using the self-administered SERVQUAL questionnaire. One hundred and ninety five respondents were surveyed. Data was analysed using descriptive and inferential statistics. The questionnaire measured students’ expectations and perceptions in five dimensions of service that consists of tangibles, reliability, assurance, responsiveness and empathy. The results demonstrated that in each of the five SERVQUAL dimensions, there was a negative quality gap. The largest gap was in the tangibles dimension. Also, there were significant differences between perceptions and expectations of students in all of the five SERVQUAL dimensions (p<0.001) Improvements are needed across all five dimensions. Results have shown that students’ perception of service quality at the BSU falls below their expectations, presenting a great challenge to the institution. In order to improve service quality, it is recommended that the BSU regularly assesses employees, as well as customers’ experiences and provide prompt feedback.

The role of higher education in developing human capital and contributing to economic growth, competitive advantage and societal progress of any country is well documented. The direct link between the economic performance of a country and the level of education of its citizens cannot be repudiated. Furthermore, the demands of a growing economy, governmental pressure and the competitive international business environment have put pressure on South African businesses. This is aggravated by a “skills crisis” and the need to deliver more goods and services to increasingly more diverse customers. There is consensus amongst experts that the shortage of skills and high-level managerial human resources in South Africa constitute a major threat to the country’s future economic development and productivity growth. As the business world becomes increasingly sophisticated and challenging, so does the need to continuously review and assess the business qualifications that equip managers to cope with the challenges facing them. The competencies that come with a Commerce degree are relevant in every corner of society from managing successful private companies, public organisations, for governments to be able to contribute to the greatest good of society, to socially effective not- for- profit organisations. Despite the importance of a degree in Commerce there are some criticisms about the degree and Commerce graduates. The problem statement of this study is therefore vested in the continuum of praise and criticisms of Commerce graduates and the Commerce curriculum and, the reported imbalances between higher education institutions and the needs of the labour market. The question is whether such praise and criticisms are justified and whether higher education institutions specifically meet the requirements and expectations of both the graduates themselves and of business practice. The primary research objective of this study was, therefore, to obtain the opinions of Commerce graduates and Commerce graduate employers on the overall perception of Commerce graduates produced by a prominent HEI in the Eastern Cape Province in South iv Africa. To achieve this objective and based on in-depth analysis of secondary sources, two independent empirical surveys, aimed at two population strata were conducted, namely: • The Commerce graduates with known email addresses (N = 1 870) were extracted from the HEI’s alumni database. A total of 231 usable questionnaires were received from these Commerce graduates. • The employers with known addresses (N = 85) were extracted from the selected HEIs Career Centre database. A total of 47 usable questionnaires were received from the employers of the Commerce graduates. The main findings in this research pertain to aspects concerning core courses in the Commerce curriculum offered by the selected HEI, management skills and traits as required in the work environment, commerce curriculum outcomes and perceived experience as a student in the Faculty of Commerce at the selected HEI and Employer perceptions on the profile of the Commerce graduate. In this regard, the main findings are therefore summarised below: • Both graduates and employers assigned high relative importance scores to seventeen of the 19 core courses, supporting the multi-functionary interdisciplinary approach to the Commerce curriculum. Concerns were expressed by the Commerce graduates with the quality of tuition they had received in most of the core courses. Likewise, employers were not always satisfied with the Commerce graduates’ proficiency in some of the core courses, relative to the importance of core courses for running a business. • The Commerce graduates and employers strongly endorsed and supported the importance of the 43 management skills and traits in the work environment. Commerce graduates expressed concerns about the extent to which their management skills and traits had been developed through tuition. Concerns about the proficiency of the Commerce graduates in all the management skills and traits, relative to the importance in the work place, were conveyed by the employers. • On average the perceptions on the outcome of studies in the Faculty of Commerce were very highly regarded by the Commerce graduates. The highest mean score was for the item “Studying in the Faculty of Commerce contributed to an increase in my knowledge and abilities.”• The perceived experience of Commerce graduates as students in the Faculty of Commerce at the selected HEI was very highly regarded, implying that the selected HEI was meeting the expectations of its Commerce graduates. • Employer perceptions of what would constitute an ideal Commerce graduate were not fully met by the profile of the actual Commerce graduate from the selected HEI.

This study investigated the effectiveness of environmental education (EE) initiatives of selected government departments in South Africa, namely the Department of Basic Education, the Department of Water Affairs, the Department of Environmental Affairs and the City of Tshwane municipality. The literature review formed the framework within which the qualitative study was conducted. Considerable research emphasises that teachers are implementers of EE initiatives. However, these implementers are not trained in EE and on how to infuse environmental content in teaching and learning. In addition, the study investigated the factors that lead to partial or total failure of EE initiatives by the selected government departments and the City of Tshwane municipality. Fundamentally, EE initiatives are not effective and/or sustainable due to the lack of effective training of implementers, particularly teachers and subject advisors. The lack of relevant resources, coordination, and monitoring and support contributes greatly to ineffectiveness and the lack of sustainability of the initiatives. The lack of monitoring and support results in unsustainable initiatives because the teachers lose courage. The research findings revealed that the approach of having one champion in schools during the implementation of EE initiatives by partners poses some challenges, especially after the partners had left. The champion might be promoted to another school or may even be promoted in the same school. Once the champion is promoted, the responsibilities increases and the teacher then stop championing the EE programme or project. The factors mentioned above are aggravated by the lack of knowledge and skills to infuse EE initiatives because teachers regard EE initiatives as an add-on. In addition, schools lack finances to sustain EE activities and these results in schools not continuing with these activities. This study advocates that teachers and subject advisors should be effectively trained in EE to enable them to effectively infuse environmental concepts and topics in teaching and learning and make it more practical rather than theoretical. Relevant resources should be made available to teachers and monitoring and support should be considered. Effective coordination and collaboration should be taken into account to ensure sustainability of the EE initiatives. In addition, the study provides guidelines that would improve the effective implementation of EE initiatives by both implementers and partners. / Curriculum and Instructional Studies / D. Ed. (Didactics)

M.Ed. / Distance students are deprived from amongst others: non academic activities, informal learning opportunies, sharing critical ideas, the establishment of social relationships and competition with the peergroup and lecturer, leadership opportunities in student groups and periodic conversation with 'experts' in their field of study. The lowering of state subsidies in higher education, compels residential educational institutions to add components of distance education to their contact teaching component, so that they are able to handle the increasing number of students on a cost-effective basis. It is so that the change from a purely contact teaching institution to a combined contact and distance teaching approach (a mixed mode approach), will not take place without problems during the implementation phase. With reference to a purely distance teaching educational institution, Fraser (1993:30) has the following to say: "Their teaching policy is modelled on that of traditional contact teaching, to some extent resulting from the fact that most of the tutors employed by these institutions are themselves products of contact teaching." Distance teaching expertise in a contact teaching milieu should not be taken for granted by lecturers - it neccesitates intensive lecturer-development and the exposure to this field for the distance teaching lecturer. Greyling (1993:181) accentuates the different roles of the distance lecturer as that of learning facilitator, "... (wat) as gevolg van hierdie afstand in die onderrig-leergebeure, 'n veel moeiliker opgaaf (het) om 'n positiewe verhouding met hulle studente te stilt en te handhaaf, doeltreffend te kommunikeer en 'n positiewe leeromgewing te skep." The latter suggests that the distance lecturer has a facilitative instead of a didactive role to play, by putting more emphasis on the learner than on the learning content. According to Ljosa and Sandvold: (1988:315) " The evaluation of fixed assignments is no longer the (lecturer's) most important task. He/she functions to a larger degree as study guide and partner in a dialogue between him/her and the student. This asks more of his/her imagination and understanding." The role that the lecturer has to play in a teaching environment where distance teaching and contact teaching is presented in a combination, still has to be that of facilitator, in order to create a positive learning environment. This area still needs a lot of research. It presupposes that the lecturer will strive to create a context which will promote learning and which has an interwoven didactic and facilitative touch. According to Siaciwena (1990:70-73) distance teaching is taught in many African countries in a combination with contact teaching as a cost-effective alternative, for the extension of the educational system and as a means of national development. In South Africa it has also become a popular option and therefore the importance of undertaking this study, should not be underestimated. The aim of this study is to research guidelines which will assist the higher education lecturer involved in the combination of contact /distance teaching (mixed mode approach) so that his/her facilitative role can be described. The most important conclusions drawn at the completion of this study were were as follows: *University/tertiary lecturers are not trained sufficiently for the demands of heterogeneous students in a combined contact/distance teaching milieu. *Invitational teaching/learning contracts can assist to facilitate the learning of heterogeneous learners in a combined contact/distance teaching mode. *There are positive implications for the use of proposed guidelines to facilitate learning in a mixed mode teaching environment, provided that the lecturer has an invitational personality (approach) and can act spontaneously in his/her teaching. Lecturers will experience that their students learn easier, and that they become more creative. Personal relationships with students will develop more easily, because students had an imput in the planning of the content and the evaluation procedures. Important aspects of the study which will need further research include the following: *The design of criteria for a (combined) mixed mode university/tertiary educational programme, keeping in mind the guidelines as set out in this study. *The design of a teaching development programme to develop specific teaching strategies of lecturers in a mixed mode teaching programme. *The development of a programme to screen/test students who aspire to become teachers/lectures in higher education, keeping in mind the guidelines for the development of teaching/lecturing abilities.

M.Ed. / The research question which is addressed in this study is the lack of functional reading and writing skills in a content subject such as Geography. The research was conducted with the assumption that most black students are lacking in the advanced literacy skills to learn Geography successfully. The rationale for the research is that if our education system wishes to improve learning skills and especially literacy amongst most black students the curriculum should put into practice effective reading and writing programmes in the teacher training colleges so that these skills are taught from the pre-primary schools up to matric as an on-going activity. The findings show that there is a large amount of rote learning without understanding of the learning content in the research sample, that they have limited vocabulary that contributes to poor self-expression and that some teachers are not well trained in the teaching of reading and writing skills across the curriculum.

The Rapid Estimate of Adult Literacy in Medicine (REALM) is a standardised health literacy test developed in the United States that has been previously administered and researched in South Africa (Lecoko, 2000). It is an objective vocabulary test which uses item recognition of 66 health-related words where recognition is measured by pronunciation. It is designed as a screening instrument to identifY the health literacy levels of patients in clinics. Lecoko (2000) found the REALM to be largely inapplicable in a South African setting, in that only eight out of the 66 words could be deemed acceptable, in that they could be either both adequately pronounced and adequately comprehended or both inadequately pronounced and inadequately comprehended. This may have occurred for a number of reasons, including the administration of the test in a population for whom English is a second or other language, and inaccurate measurement of pronunciation and comprehension of words, with a key problem being that the choice of words in the original REALM may not accurately represent the range of conditions and issues in a South African healthcare setting. This thesis was therefore premised on the principled relexicalisation of the REALM, that replacement of the words used in the test, using a sample gathered from health information and promotion texts in local clinics, would improve its applicability. In this regard, an exhaustive sample was gathered and analysed and 66 new words were chosen. The test was also modified to include a more principled approach to pronunciation and comprehension issues, and to account for language proficiency differences in administering an English language test in an English second language population. This modified test, referred to as the REALM-M was administered to a group of respondents who were statistically similar to the group to whom the REALM had originally been administered, and the results were compared. It was found that relexicalisation increased the number of acceptable words on the test from eight to 38. However, researching the key discourses surrounding health literacy and comparing these with current discourses about literacy beyond the field of health care revealed that despite improved content validity over the REALM, the REALM-M lacked construct validity. This provided the opportunity to discuss the discourses of health literacy and to suggest the application of alternative paradigms in this field.

D.Ed. (Didactics) / South Africa is presently experiencing a transitional phase where change is the order of the day. Providing education cannot be ruled out. As education plays a universal role in preparing the child for life the general demand for relevance in school education as well as instruction in both the Science and Biology curriculums are investigated in this research projegt. The present provision of education in our schools does not meet the demands of a changing and developing society. High unemployment figures can be attributed to, inter alia, the inability of the education system to provide a well-trained work-force. Education in the senior secondary phase should therefore cater for a curriculum which is more vocationally-oriented and which prepares the pupil for a profession. Science must simultaneously be targeted on the training of scientists as well as non-scientists. A vocationally-oriented content will particularly increase the relevance of the Biology curriculum because the pupil will become aware of the practical (iii) application possibilities of theoretical knowledge in a profession. In addition skills such ee , cognitive (intellectual) skills and psychomotor (practical) skills and techniques will be developed which will not only benefit the pupil who wants to embark a career in biology but will also result in a general science literacy and equip him to handle all community aspects with responsibility and confidence. The empirical investigation of this study centres on determining the relevance of the themes, research skills and laboratory techniques with regard to the present Biology syllabus aimed at both the pupil who desires to pursue an academic course of study and the pupil who wishes to enter a profession in the field of biological science. Therefore lecturers and students at institutions' for tertiary education, as well as employers and employees of professional/vocational institutions were approached in order to determine the relevance of the present Biology syllabus to tertiary studies or to professional life...

M.Ed. (Tertiary Education) / Please refer to full text to view abstract

M.Ed. (Subject Didactics) / Please refer to full text to view abstract

M.Ed. / Please refer to full text to view abstract