Managerial issues associated with service quality - the case of the University of KwaZulu Natal

The University of KwaZulu- Natal (UKZN) is a South African university that has established itself as a well recognized institution of tertiary learning and quality research. To compete in a very competitive arena, the university has to set itself apart from others. UKZN can do so quiet strategically by providing high quality services that can serve as a competitive advantage. In this study, a quality survey was conducted on students at UKZN, to determine their level of customer satisfaction. This paper aims to highlight the managerial issues associated with service quality. The results emanating from the study would help provide management of the university with suitable recommendations to enhance the service experience provided to its students.