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2012 (Vol. 4, Issue: 6)
Article Information:

Quality of Service at the ICT Centre of a Ghanaian University-Part 2: The Analysis

G.O. Ofori-Dwumfuo and P.K. Adzobu
Corresponding Author:  G.O. Ofori-Dwumfuo 

Key words:  Expectations and perceptions of service, Ghana university, quality of service, service quality dimensions, service quality measurement, SERVQUAL,
Vol. 4 , (6): 450-458
Submitted Accepted Published
September 12, 2012 October 09, 2012 November 25, 2012

This study assesses the quality of service at the ICT Centre in the University of Cape Coast, Ghana, from the studentsí perspective. A modified SERVQUAL questionnaire was used to explore studentsí expectations and perceived service levels along a five-point 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 service delivery (responding to studentsí questions and giving them personal attention). Negative factors to service quality were found in the inability of staff to give prompt service, to fulfill promises and to tell students when services were to be performed. Lack of up-to-date hardware and software and unreliable Internet services were also weaknesses. The study has been reported in two parts; the details of the survey have been reported in Part 1 and 2 (this study) summarizes, discusses and analyses the survey report. The study concluded that, there was the need for the provision of adequate up-to-date equipment and software at the Centre and the increment in bandwidth for Internet connectivity. Recommendations on how to improve quality of service at the UCC ICT Centre have also been made.
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  Cite this Reference:
G.O. Ofori-Dwumfuo and P.K. Adzobu, 2012. Quality of Service at the ICT Centre of a Ghanaian University-Part 2: The Analysis.  Current Research Journal of Social Sciences, 4(6): 450-458.
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ISSN (Online):  2041-3246
ISSN (Print):   2041-3238
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