The Impact of an Apology and Explanation on Interactional Justice in Higher Education Institutions

Abstract

Recently, students have been very vocal against poor services being offered by higher education institutions. These services range from lectures, registration, classroom management, examinations, transport, library services, housing or residence to the cafeteria. There is a perception that higher education institutions are not doing enough to address the challenges students are encountering even when such grievances or concerns are raised. Therefore, this study analysed the impact of an apology and explanation on interactional justice with respect to both academic and non-academic services. In addition, students' perceptions of an apology, explanation and interactional justice were evaluated. Respondents were selected from a purposive sample of 430 full-time students drawn across three public higher education institutions and data were collected using a self-administered quantitative questionnaire. Data were analysed using the SPSS and Smart PLS3. The findings of this study showed that both an explanation and an apology have a positive and significant impact on interactional justice in higher education institutions. The results also showed that students were largely satisfied with the explanation given than their perception of an apology and interactional justice. This study underpins the need for institutional managers to foster interaction between the institution and aggrieved students. Higher education institutions should offer an apology and explanation if necessary to pacify any animosity that may arise as a result of a poorly delivered service.