Students‘ Customer Service Expectations At Cape Coast Technical University

Abstract

The study explored students‘ customer service expectations at Cape Coast Technical University (CCTU). This was necessitated by the absence of empirical evidence concerning students‘ claims of disappointments relating to some services provided by the university. The methodological design underpinning the study was the phenomenological qualitative strategy of inquiry. The study further adopted the purposive sampling technique to identify participants who could elucidate the prevailing circumstances surrounding the themes in the study. The, data was collected from sixteen students eight level 100 HND regular students and eight Level 300 HND regular students) using semi-structured interview guide to conduct two separate focused group discussions. To complement the responses from students, data was also taken from six staff members using semi-structured interview guide to conduct one-on-one interviews. The responses were transcribed and analysed thematically. The findings were that majority of services that CCTU provides and their manner of delivery had fallen short of students‘ expectations because generally, students had high expectations of the services before they experienced the services. Consequently, one key conclusion drawn was that Technical University managements are reacting to a plethora of factors presently exerting pressure for change to meet students‘ expectations, especially, for accommodation. The study recommended that the Governing Council and Management of CCTU should partner with construction companies, banks, state and private enterprises such as Ecobuild Consult and Stanbic Bank to build more halls on CCTU campus thereafter, review the housing and accommodation policies.