Rethinking higher education: Toward student-centred learning and meaningful engagement

Rethinking higher education: Toward student-centred learning and meaningful engagement

Tsepo Machela & Sandile Mkhize

Issue: Vol. 7 No. 2 2026 Article 19 pp.297 – 309
DOI : https://doi.org/10.38159/jelt.20267219 Published online 27th March 2026.

32 Downloads

DOWNLOAD PDF

ABSTRACT

This study investigates the contrasting experiences of students in South African public and private higher education, examining how these shape their perceptions, loyalty, and advocacy for their institutions. A systematic literature review of 150 peer-reviewed publications (2010 -2024) revealed a consistent pattern of dissatisfaction among students in public institutions. This dissatisfaction is primarily driven by poor service delivery, bureaucratic administration, and a lack of student-centred engagement, leading to frustration, alienation, and disengagement. Conversely, students in private institutions generally report positive experiences, characterised by efficient administrative processes, accessible management, and inclusive, student-friendly environments. These factors foster higher satisfaction and institutional loyalty. The research highlights a critical need for higher education institutions to shift their approach, treating students as valued stakeholders rather than passive recipients. By adopting student-centred practices, institutions can improve satisfaction, enhance their reputation through positive word-of-mouth, and better align with their educational missions. This study offers original insights into the student-as-customer paradigm in South Africa, providing practical implications for institutional reform and policy development.

Keywords: Public Institutions of Higher Learning, Private Institutions of Higher Learning, Student Experiences

BIBLIOGRAPHY

Abdool, Sajida, Roger MASON, and Mandusha Maharaj. “Student Protests and the Brand Image of a South African University of Technology.” Expert Journal of Business and Management 11, no. 2 (2023).

Aman, Shahrukh, Nosheen Aziz, and Mohsin Abbas. “Student Satisfaction in Higher Education: A Systematic Review Examining Its Impact on Institutional Growth and Comparative Dimensions.” Journal of Applied Mathematics 1, no. 3 (2023).

Annamdevula, Subrahmanyam, and Raja Shekhar Bellamkonda. “The Effects of Service Quality on Student Loyalty: The Mediating Role of Student Satisfaction.” Journal of Modelling in Management 11, no. 2 (2016): 446–62.

Belinski, Ricardo, Adriana M M Peixe, Guilherme F Frederico, and Jose Arturo Garza-Reyes. “Organizational Learning and Industry 4.0: Findings from a Systematic Literature Review and Research Agenda.” Benchmarking: An International Journal 27, no. 8 (2020): 2435–57.

Bezuidenhout, Marie. “Qualitative Data Collection.” In Research Matters, edited by Corner’s Davis, Franzel du Plooy-Celliers and Rose-Marie Bezuidenhout, 173–94. Cape Town, SA: Juta, 2014.

Deeley, Susan J, Moira Fischbacher-Smith, Dimitar Karadzhov, and Elina Koristashevskaya. “Exploring the ‘Wicked’Problem of Student Dissatisfaction with Assessment and Feedback in Higher Education.” Higher Education Pedagogies 4, no. 1 (2019): 385–405.

Duarte, M Eduarda, Maria C Soares, Sandra Fraga, Manuel Rafael, M Rosário Lima, I Paredes, R Agostinho, and A Djaló. “Career Adapt-Abilities Scale–Portugal Form: Psychometric Properties and Relationships to Employment Status.” Journal of Vocational Behavior 80, no. 3 (2012): 725–29.

Duggal, R. “ The One Marketing Truism You Cannot Ignore: Perception Is Reality.” Forbes Communications Council, May 29, 2018. https://www.forbes.com/sites/forbescommunicationscouncil/2018/05/29/the-one-marketing-truism-you-cannot-ignore-perception-is-reality/.

European Students’ Union. 2005 Policy Paper “Commodification of Education.” Brussels: European Students’ Union, 2011.

Hussain, Rao Mazhar, and Muhammad Waqas Maharvi. “Impact of Service Quality on Students’ Satisfaction in Public Universities of Pakistan.” Journal of Excellence in Social Sciences 3, no. 2 (2024): 54–78.

Khadka, Ajaya Kumar, and Srijana Khadka. “Factors Affecting Customer Satisfaction in Fitness Clubs: Study from Kathmandu Valley.” NCC Journal 7, no. 1 (2022): 27–32.

Kitapci, Olgun, and Ibrahim Taylan Dortyol. “The Differences in Customer Complaint Behaviour between Loyal Customers and First Comers in the Retail Banking IndustryThe Case of Turkish Customers.” Management Research News 32, no. 10 (2009): 932–41.

Lin, Shih-Tse, and Kao-Shan Chen. “ESG Strategies in Educational Quality Management: An Empirical Study on Fostering Student Loyalty and Sustainability.” Sustainability 17, no. 8 (2025): 3723.

Mainardes, Emerson Wagner, Mário Raposo, and Helena Alves. “Universities Need a Market Orientation to Attract Non-Traditional Stakeholders as New Financing Sources.” Public Organization Review 14, no. 2 (2014): 159–71.

Meyer, L. “Taking a Seat at the Table: The Value of Private Higher Education in South Africa.” South African Journal of Higher Education 39, no. 1 (2025): 255–77.

Murungi, Lucyline Nkatha. “Inclusive Basic Education in South Africa: Issues in Its Conceptualisation and Implementation.” Potchefstroom Electronic Law Journal 18, no. 1 (2015): 3159–95.

Ng, Martha-Martha, and İyon Priyono. “The Effect of Service Quality on Student Satisfaction and Student Loyalty: An Empirical Study.” Journal of Social Studies Education Research 9, no. 3 (2018): 109–31.

Oliver, Richard L. “Satisfaction: A Behavioral Perspective on the Consumer.” McGraw-Hill, 1997.

Petruzzellis, Luca, Angela María d’Uggento, and Salvatore Romanazzi. “Student Satisfaction and Quality of Service in Italian Universities.” Managing Service Quality: An International Journal 16, no. 4 (2006): 349–64.

Reynolds, Arthur, and Vusani Moyo. “Challenges and Opportunities in the Context of South.” In Proceedings of the Focus Conference (TFC 2024), 152. Springer Nature, 2024.

Singh, M., and A. Singh. “ A Study on Grievance-Handling Effectiveness and Identifying Determinants of Stakeholder Satisfaction in Higher Education.” International Journal of Advanced Research in Commerce, Management & Social Science 7, no. 3 (2024): 123–29.

Swartz, Sharlene, Anye Nyamnjoh, Emma Arogundade, Jessica Breakey, and Abioseh Bockarie. “Moral Eyes: Youth and Justice in Cameroon, Nigeria, Sierra Leone and South Africa,” 2018.

Turnbull, K. “Perception vs Reality: When It Comes to Brands, Is There a Difference? ,” July 6, 2023. https://www.linkedin.com/: https://www.linkedin.com/pulse/perception-vs-reality-when-comes-brands-difference-kristen-turnbull/.

Varsity College. “The Importance Of Inclusive Education In South Africa,” October 24, 2023. https://www.varsitycollege.co.za/: https://www.varsitycollege.co.za/about/articles/the-importance-of-inclusive-education-in-south-africa#:~:text=The Importance Of Inclusive Education In South Africa&text=Inclusive education is a philosophy,segregated learners base.

Vial, G. “Understanding Digital Transformation: A Review and a Research Agenda.” Journal of Strategic Information Systems 28, no. 2 (2019): 118–44.

Weerasinghe, I M Salinda, and R Lalitha Fernando. “Students’ Satisfaction in Higher Education.” American Journal of Educational Research 5, no. 5 (2017): 533–39.

Woldegiorgis, Emnet Tadesse. “The Impact of Neo-Liberal Frameworks on Student Mobility and Internationalisation in African Higher Education.” South African Journal of Higher Education 38, no. 6 (2024): 290–309.

Zahoor, Nadia, Zaheer Khan, Martin Meyer, and Benjamin Laker. “International Entrepreneurial Behavior of Internationalizing African SMEs–Towards a New Research Agenda.” Journal of Business Research 154 (2023): 113367.

AUTHOR(S)

Sandile Mkhize is a Lecturer in Marketing and Retail Management at the Durban University of Technology. His research interests focus on Scholarship of Teaching and Learning (SoTL), creativity in teaching and learning, sustainability in marketing aligned with the Sustainable Development Goals (SDGs), consumer behaviour, branding, and the application of emerging technologies such as artificial intelligence in marketing practice.

Tsepo Machela is a Lecturer in the Department of Business Management at the Central University of Technology (CUT), where he teaches Marketing. His research interests are centred on entrepreneurial marketing, with a particular focus on how marketing principles can be applied to daily sustainability practices, especially within the context of digital marketing and micro‑entrepreneurs operating in today’s rapidly evolving technological era. He is passionate about exploring the role of artificial intelligence (AI) in advancing sustainable marketing strategies that align with the United Nations Sustainable Development Goals (SDGs). His work further examines how AI-driven tools influence marketing strategy, brand management, and the overall competitiveness of small enterprises.

TO CITE ARTICLE

Machela, Tsepo & Sandile Mkhize. “Rethinking higher education: Toward student-centred learning and meaningful engagement.” Journal of Education and Learning Technology 7, no.2 (2026): 297 – 309. https://doi.org/10.38159/jelt.20267219