Abstract—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. This paper aims to highlight the managerial issues associated with service quality, economic issues associated with the tertiary education sector and economic issues associated with service quality. In this study, a quality survey was conducted on students at UKZN, to determine their level of customer satisfaction. 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.
Index Terms—Service quality, competitive advantage.
V. Naidoo is with University of KwaZulu-Natal, Faculty of Management, Private BagX54001, Durban, South Africa(email: firstname.lastname@example.org).
Cite: Vannie Naidoo , "Managerial and Economic Issues Associated with Service Quality–the Case of the University of KwaZulu Natal ," International Journal of Trade, Economics and Finance vol. 2, no. 6, pp. 526-530, 2011.