Abstract
M.Phil.
The primary aim of the study was to determine the subjective experiences and viewpoints- in other words the insider perspectives of- administrative personnel during the student registration process in a newly-merged South African university in the Gauteng Province. The task became very difficult as it had to be approached within the complexity of ongoing institutional change. In short, the merging of the institutions cannot be separated from the service delivery or the experiences and views of employees during this transitional period.
Sampling, data collection and data analysis were done simultaneously and interactively, rather than in discrete sequential steps. I made use of a case study, meaning that “the data analysis focuses on one phenomenon, which the researcher selects to understand in depth regardless of the number of sites, participants, or documents for a study” (McMillian & Schumacher, 1997). In such a design the context of each participant's experience is important in its analysis. I considered a modernist qualitative-research approach since I was aiming at an in-depth understanding of the social world and work environment of the employees involved in the registration process.
The research group comprised of administrative personnel who were permanently employed and specifically involved in the registration process. A purposive-sampling technique was used which led to twelve research participants being selected. The group consisted of six interviewees (4 males and 2 females) from the registration management sector. One person from each of the four campuses and two from the main campus were identified. I also conducted a focus-group discussion with a group of six females who represented the key faculty focused on in this study.
The in-depth description of the grounded-theory application and my personal experience thereof should contribute to the application of this theory in other organisational settings. Recommendations for further studies conclude the dissertation.
Service is the lifeblood of any organisation. Everything flows from it and is nourished by it. Customer service is not a department, it’s an attitude.