Journal of Educational Management

A Service Quality Gap Analysis: Evidence from External Customers of University of Cape Coast

Albert Justice Kwarteng, Eric Anane, Emmanuel Kofi Gyimah, Justice Mensah — Fri, 01 Nov 2019 00:00:00 +0000

The purpose of the study was to assess the outcome criteria of total quality management implementation in a University. It also aimed at timely identification of gaps in service quality to inform management of innovative ways of closing the gaps with the given scarce resources. The paper opted for explanatory research to addresses the outcome expected from the TQM implementation in the University institution. In all, 361 questionnaires out of the 434 administered were completed and usable. The 5 service quality dimensions with total of 26 items were measured on a Likert-scale of 1 to 5, while descriptive statistics were employed in the data analysis procedures. The results showed the existence of service quality gaps in all the quality dimensions. In general, students ’ expectations were more on human and non-human aspects of service delivery prior to admission, while the employer’s expectations were more on service products and social responsibility. Generally, the magnitudes of effect on the service quality dimensions were found to be above medium. The research was limited to three selected external customers in one University Institution; therefore, the results may need further research for generalization. Institutional management should pay attention to existing service gaps, listen to the voices of institutional customers and factor their feedback into the decision-making processes. This paper identifies the strengths and weaknesses pertaining to the institution’s service delivery and suggests how institutional resources could be better allocated to address the gaps.

Perceptions of University of Cape Coast Distance Education Learners and Tutors on the Availability and Adequacy of Learner Support Services

Francis Justice Kwesi Agbofa, Marie Afua Baah Bakah — Fri, 01 Nov 2019 00:00:00 +0000

The study was conducted to find out the perceptions of learners and tutors of the University of Cape Coast Distance Education Programme on the availability and adequacy of learner support services. The influence of gender, location and study centres patronized was also examined. The sample for the study comprised 269 distance education learners, 27 tutors and 4 coordinators from the three study centres making a total of 300 respondents. The respondents were selected from Cape Coast, Accra and Koforidua study centres. Simple random sampling and purposive sampling procedures were used. The descriptive survey design was adopted for the study. Questionnaires were used for data collection. Frequencies, percentages, means and standard deviation were used to present the responses. Findings revealed that most distance learners had low perceived satisfaction with UCC learner support services. There was however difference in the learners’ perceived satisfaction with specific learner support services. Specifically, most learners perceived satisfaction with tutorials and learners’ handbook was high and low for finance, library, study centre facilities, ICT/computer centres, counselling services, tables and chairs, lecture halls, air conditioners, and others. In light of these findings, it is recommended that the College of Distance Education (CoDE) of UCC improves the facilities and learner support services at the regional study centres while locating new ones to provide easy access for distance learners. Finally, access to the Social Security and National Insurance Trust students ’ loan scheme should be arranged with the government for the Distance Education students.

An Investigation on Development and Awareness of Quality Assurance in Early Childhood Education

Eniola Keji Ola-Alani — Fri, 01 Nov 2019 00:00:00 +0000

This research study investigated the development and awareness of quality assurance in early childhood education centres in Delta State. Descriptive survey design was used for this study and the targeted populations for this study were teachers of early childhood centres. One hundred (100) teachers were sampled using simple random sampling technique. A self-designed questionnaire was used for data collection, and it was divided into two sections. Section A captured the demographic data while Section B comprised different statements for items under study. Frequency counts and percentage distribution were used to analyse the demographic data while the mean and standard deviation were used in answering the research questions. The finding revealed that private individuals are the major founders of early childhood centres, and early childhood founders are not aware of the principles guiding school establishment in Delta State. It was recommended that founders of early childhood education centres should be trained and certified. In addition, the founders of early childhood education centres should be fully aware of the principles guiding the operations of the centres.

Availability, Accessibility and Reliability of the Internet to Graduate Students of the University of Cape Coast, Ghana

Alfred Ampah-Mensah, Wisdom Kwaku Agbevanu, Ebenezer Narteh Alter — Fri, 01 Nov 2019 00:00:00 +0000

The purpose of the study was to ascertain the availability, accessibility and reliability of the Internet to graduate students of the University of Cape Coast (UCC) to facilitate their academic work using descriptive survey design. The respondents were graduate students of UCC. The sampling techniques used were the proportionate stratified and simple random techniques. Out of a study population of 1136, a sample size of 382 was selected with a response rate of 84.5%. The reliability test result of the instrument yielded a Cronbach alpha coefficient of 0.721. The study found that Internet was to students at UCC and was distributed to the graduate students at vantage points on the University campus by the Computer Centre of the University. The study concluded that the graduate students were using the Internet to enhance their research based programs on campus.

Assessment of In-Service Training Programme Attended by Secondary School Agricultural Science Teachers in Kwara Central Senatorial District, Nigeria

Kayode Qjo Afolabi — Fri, 01 Nov 2019 00:00:00 +0000

The paper examined the in-service training programmes attended by Agricultural Science Teachers in Secondary School in Kwara Central Senatorial District, Nigeria. Specifically, the study determined the demographic characteristics of the respondents, the in-service training programmes attended by the respondents, the organisers or sponsors of the in-service programme, areas where agricultural science teachers obtained training, constraints to agricultural science teachers ’ in-service training programmes and strategies for improving in-service training programmes. The study adopted a descriptive survey research design. One hundred and twenty (120) agricultural science teachers were randomly selected from a population of 200 Agricultural Science teachers in 94 senior secondary schools in the study area. The data collected were analysed using descriptive statistics namely: frequency, percentage and mean. The findings showed that the majority of the respondents were male aged between 29-35 years, had B.Ed. degree and teaching experience between 1—5 years. The in-service programmes attended by agricultural science teachers include seminars and workshops. Ministry of Education, Teaching Service Commission, Ministry of Agriculture and Natural Resources and Universities were major organisers of in-service training programmes. Based on the findings, the study recommended that school administrators and relevant government agencies should provide adequate funding or set aside special fund for periodical training and retraining of agricultural science teachers.

Human Rights Awareness: Perspectives of Students and Administrators in the University of Cape Coast

Francis Kyeremeh — Fri, 01 Nov 2019 00:00:00 +0000

The study investigated human rights awareness of administrators and students at the University of Cape Coast (UCC). The cultural reproduction and structural violence theory offered the theoretical frames for understanding human rights in higher education in Ghana. The study adopted a qualitative research design, using the case study approach to interpret the human rights situation in UCC. Thirty students and 10 administrators were purposively selected for interview. Inductive analysis process was used to analyse the data into themes. The study revealed that the administration of the University has shown great commitment to the application of the principles of human rights, but some traces of structural violence have been transferred from society into the University. I recommend the establishment of a human rights centre to handle human rights complaints and promote respect for human rights at the UCC.

Effectiveness of Staff Union’s Participation in Decision-Making at the University of Cape Coast

Betty K. Addo-Nkrumah — Fri, 01 Nov 2019 00:00:00 +0000

This study examines the Effectiveness of the Stajf Union’s Participation in Decision Making at the University of Cape Coast (UCC) using descriptive survey design. The population for the study consisted of Ghana Association of University Administrators (GA UA), University Teachers* Association of Ghana (UTAG), Senior Staff Association (SSA) and Tertiary Education Workers’ Union (TEWU) members. Census technique was used to select all the staff unions at UCC while proportional stratified sampling method was used to select one hundred and fifteen (115) respondents from the unions. William Kahn’s Theory of Employee Engagement was used as the theoretical basis for the study. Data were obtained using self-structured questionnaire and analysed using frequency and percentages. Results reveal that employee unions' participation in decision-making is less organised, union executives exercise control over union decisions and management is unwilling to share decision-making with employees. Additionally, management is identified as an authoritarian imposing decision on unions. Finally, management sees employees as antagonists because of the fear of the unknown on the part of employees. Consequently, the study recommends that the management of the University should interact with employees to deliberate on issues in the organisation and develop a policy to ensure all staff sentiments and opinions are subject to merit.