Greater access to education for many South Africans is inextricably linked to the development of the country and its collective ability to deal with the many socio– economic challenges it presently faces. The availability of financial aid at Higher Education Institutions to support financially needy and academically deserving students as part of a comprehensive programme to address the need for skills development, socio–economic backlogs and imbalances that exist in the country is supported by various Government Departments, private donors and Higher Education Institutions. Financial Aid Offices responsible for the distribution of both public and private donor funding, face various challenges at South African universities in their endeavours to render quality service and prompt service delivery to their clients, the students who are the recipients of this funding. The present study attempts to identify the most important service quality dimensions relevant to effective and efficient service delivery in the Financial Aid Office at the Nelson Mandela Metropolitan University. Furthermore, this study aims to assess the performance of the Financial Aid Office to provide possible recommendations with a view to improving service delivery at the Nelson Mandela Metropolitan University. Against this background, the primary objective of this study is to measure financial aid students’ perceptions of service quality with a Financial Aid Office at a Higher Education Institution and estimate the effect these perceptions have on service delivery. All bursary and loan awardees from 2008, that is, only students who were successful in their financial aid applications for 2008, were invited to collect and complete a questionnaire at the Financial Aid Office at the Nelson Mandela Metropolitan University. v The measuring instrument used was a self-administered, structured questionnaire divided into two sections. Section A measured service quality perceptions of the Financial Aid Office of the Nelson Mandela Metropolitan University and Section B measured personal data of the respondents. A total of 500 questionnaires was distributed of which 228 were returned, yielding a final sample of 204 that could be statistically analysed. Descriptive statistics were used to analyse the empirical results. Overall, the results show that respondents were, by and large, satisfied with the service rendered by the Financial Aid Office at the Nelson Mandela Metropolitan University. Thus, perceptions of the five service quality dimensions measured in this study were favourable, implying that respondents did not have any major problems with the present service offering of the Financial Aid Office. It is important to note that while these results indicate favourable perceptions of service quality of the Financial Aid office at one point in time, they will not necessarily be permanent. The Financial Aid Office must therefore ensure that it continues to build on this valuable strength. Specifically, the Financial Aid Office should continue delivering this level of quality of service and concentrate on improving the service quality of the items in the questionnaire with the lowest mean scores. Service quality is an important construct and needs to be assessed in Financial Aid Offices to ensure the desired outcome of producing more graduates, especially from financially needy and academically deserving backgrounds. Students, as customers, deserve the best service, as they would expect from any other service provider such as a bank or a supermarket. The strengths of this Financial Aid Office can serve to assist other universities in providing a positive student experience through the delivery of a quality service.

Tertiary education campuses are no more the heart of peacefulness and scholastic study. They are turned into battlefields, administration and lecture hall buildings become the objects of siege, invasion and occupation. This is caused by the demands by students for adequate financial aid, the declining financial resources from government and the government's call for more access to tertiary education especially for the historically disadvantaged students. The problems in tertiary education pertain not only to financial problems, they also include cultural diversity, social and political issues. The financial aid to tertiary institutions is the main theme in this research. The research is based on a study of international and South African tertiary education systems in order to find ways to manage student affairs in tertiary education effectively and efficiently and to establish management strategies that will be acceptable to students, management, parents, all stakeholders and interest groups. In the end the management in tertiary education institutions should be able to effect the transformation based on the profound deficiencies of the present system which inhibit Higher Education's ability to meet the moral, social and economic demands of the new South Africa in the context of national and global opportunities and challenges. / Educational Leadership and Management / M.Ed. (Educational Management)

Tertiary education campuses are no more the heart of peacefulness and scholastic study. They are turned into battlefields, administration and lecture hall buildings become the objects of siege, invasion and occupation. This is caused by the demands by students for adequate financial aid, the declining financial resources from government and the government's call for more access to tertiary education especially for the historically disadvantaged students. The problems in tertiary education pertain not only to financial problems, they also include cultural diversity, social and political issues. The financial aid to tertiary institutions is the main theme in this research. The research is based on a study of international and South African tertiary education systems in order to find ways to manage student affairs in tertiary education effectively and efficiently and to establish management strategies that will be acceptable to students, management, parents, all stakeholders and interest groups. In the end the management in tertiary education institutions should be able to effect the transformation based on the profound deficiencies of the present system which inhibit Higher Education's ability to meet the moral, social and economic demands of the new South Africa in the context of national and global opportunities and challenges. / Educational Leadership and Management / M.Ed. (Educational Management)