DEPARTMENT OF HOME AFFAIRS CHIEF DIRECTOR GRADUATES AT VUT
19 April 2023
On 19 April 2023, the Department of Home Affairs (DHA) Chief Director for Immigration, Mr Modiri Matthews graduated for his Magister Technologiae (MTech) in Business Administration at the Vaal University of Technology (VUT).
Matthews was among the hundreds of graduates from the VUT’s Faculty of Management Sciences whose achievements were celebrated at the University’s Autumn Graduations that are underway at the Desmond Tutu Great Hall – the ceremonies will run from 17 to 22 April 2023.
His study dissertation was titled “The influence of service quality dimensions on customer satisfaction within visa facilitation services centres in Gauteng”. With data generated from 297 international students conveniently drawn from a selected university in Gauteng province, the study, after a multiple regression analysis undertaken, showed positive significant predictive relationship between reliability and customer satisfaction.
Notably, Matthews said that the study findings revealed that reliability, responsiveness, and empathy are key components of service quality within VFS. “Although tangibility and assurance does not impact significantly on customer satisfaction, their recognition is paramount because customer satisfaction arises from considering the level of service one receives from the initial expectation,” he said, adding that through the service quality analysis, VFS management are able to draft their customer service strategies by focusing more on such areas which are of high importance to customer satisfaction.
He further emphasised that future research can be undertaken to cultivate a thorough understanding of how service quality dimensions are influential in customer satisfaction within VISA facilitation centres. The study was conducted under the supervision of Prof BA Mokoena and Dr TT Mareka as co-supervisors.
The 59-year-old, who is also the brother to Dr Naledi Pandor, the Minister of the Department International Relations and Cooperation (DIRCO), said that being part of today’s graduation has really motivated him and he is now considering returning for his PhD.