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In this book five key elements of service quality at Universities were used to measure service quality at Chinhoyi University of Technology and to find out whether universities expansion has any effect on service quality.
The five elements include Commitment of top management,course delivery, Campus facilities,courtesy, and customer feedback and improvement.
Gaps between actual service delivery by Chinhoyi university and perceptions of students about service quality were noted.
It was generally noted that expansion has negative impacts on service quality and organizations are encouraged to match expansion with resources so that expansion would not affect service quality in any way as physical facilities are of tantamount importance in service delivery.
Quality audits must also be continuously done by big organizations so as to continuously improve service delivery and to monitor progress towards Total Quality Management.Quality is the lifeblood of any organization in this competitive global environment, hence organizations should make every effort to continuously improve service quality.
Manyeruke Josphat is a teaching Assistant at Chinhoyi University and is a holder of an M.Com Degree in Marketing Management and a B.Com Degree in Retail Management.
The author is interested in Services Marketing
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