Insights of first-time entry students on frontline service efficiency in the context of a South African university

Abstract

In the modern dynamic higher education landscape, the efficiency and effectiveness of frontline services have a significant impact on the student experience. Understanding first-time entry students' perspectives is critical in South African universities, where diverse challenges and opportunities intersect. These students begin their academic journey with a mixture of anticipation, expectations, and uncertainties, making their insights invaluable in assessing the efficiency of frontline services. By comprehending the perspectives of FTENs this paper seeks to uncover opportunities for improving frontline service delivery, enhancing student satisfaction, and fostering a supportive environment conducive to academic success. By addressing this research question: what insights and implications can be deduced regarding frontline service efficiency in the context of a South African university through an examination of FTENs experiences? Through a pluralistic research approach incorporating both qualitative and quantitative inquiry, employment of questionnaires and thematic content analysis, the study illuminates the nuanced challenges experienced by FTENs. The findings underscore a mixture of positive and negative implications, highlighting both strengths and areas for improvement within the institution's service delivery framework. On one hand, a majority of participants reported positive service experiences, emphasizing the helpfulness, patience, and professionalism of the front-line administrative staff. The study also uncovered significant challenges faced by some students, including delayed responses, perceived staff frustration, and concerns regarding fairness and inclusivity. This research contributes to advancing a deeper understanding of the intricate interplay between FTENs’ experiences and the institution’s effectiveness.

Keywords: {'name': 'First-time entry; Public servants and Front-line administrative staff'}

Authors & affiliations

Mthokozisi Luthuli
Durban University of Technology

Ayogeboh Epizitone
Durban University of Technology

Smangele Pretty Moyane
Durban University of Technology

Samkelisiwe Purity Phokoye
Durban University of Technology

Nombuso Phamela Zondi
Durban University of Technology

Mbalenhle Khumalo
Durban University of Technology

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