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The Impact of Service Quality in Teaching on Students' Performance in Senior High Schools in Ghana: A Case Study of Selected Schools in Ejisu Juaben Municipal Assembly
2011 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

Teachers have been identified as key to good academic performance of students. They draw conclusions about their students in the early school years, forming opinions about one’s strengths, weaknesses and potentials for academic success. In recent years, there has been a steady decline in the academic performance of senior high school students in Ghana as evident in the results of the West African Senior School Certificate Examination (WASSCE). This decline could be attributed to, among other things, ineffective teaching methods and practices, inadequate school infrastructure, poor and inadequate instructional and learning materials, unqualified and inexperienced teachers and the rising cost of education. The study assesses the service quality in teaching and how it impacts on student performance in Mathematics, Social studies, English language and Integrated Science from 2006 - 2009 from three selected Senior High Schools in Ejisu Juaben Municipal Assembly in Ashanti Region of Ghana. The research design employed for the study was both exploratory and causal. One third of the total population made up of students, teachers and administrators were used. Students from three selected Senior High Schools from Ejisu Juaben Municipal Assembly in Ashanti Region were sampled using stratified random sampling technique and surveyed by use of questionnaire, while structured interviews were conducted for teachers and administrators who were purposively selected. The five dimensions of the SERVQUAL model (Reliability, Assurance, Tangibility, Responsiveness and Empathy) were used to measure and analyse service quality. For the period under review, the study showed that very few students had excellent to very good grades in the subjects under study. Reliability is the service quality dimension that has the greatest impact on performance. This is followed by Responsiveness, empathy and tangibility all of which have direct significant impact on students’ performance at 95% confidence level. The study recommends that school management should strive hard to work around this service quality especially the reliability variables in order to improve upon the schools’ performance.

Place, publisher, year, edition, pages
2011. , 72 p.
Keyword [en]
Social Behaviour Law, teachers, students, performance, service quality, Senior High School
Keyword [sv]
Samhälls-, beteendevetenskap, juridik
URN: urn:nbn:se:ltu:diva-49624Local ID: 6f1621fa-d43e-4849-a494-5968a64cdb58OAI: diva2:1022971
Subject / course
Student thesis, at least 30 credits
Educational program
Business Administration, master's level
Validerat; 20110902 (anonymous)Available from: 2016-10-04 Created: 2016-10-04Bibliographically approved

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