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International Journal of Education and Practice

March 2016, Volume 4, 3, pp 106-111

The Implication of Customer Service in Higher Education: Review Paper

Shifa Wahab

Shifa Wahab 1

  1. Islamic University in Uganda (IUIU), Mbale, Uganda 1

on Google Scholar
on PubMed

Pages: 106-111

DOI: 10.18488/journal.61/2016.4.3/

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Higher Education (HE) is becoming highly competitive today and therefore, Institutions of Higher Learning need to look closely at improving their customer service strategies. Consumers in the education sector are now much more aware of what exactly they want; and therefore the demand for these services is similar to what they demand for commercial businesses. Customer service has become the centre of management activities which constitutes the basis of competition in the higher education sector today.  Universities and colleges should begin by becoming proactive not reactive in the marketing of their services. The Customer Service Quality model has been widely used to study service excellence in a number of service industries; education inclusive.

Contribution/ Originality
The study documents the performance of higher institutions of learning with regard to improving quality and increasing productivity. This is seen through institutional policies and structures to deliver the services promised, recruiting staff competent enough and responsive to the dynamic education sector and designing the environment to fit an academic context.


Customer service, Higher education institutions, Customer, Customer expectation, Students, Uganda.



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This study received no specific financial support.

Competing Interests:

The author declare that there are no conflict of interests regarding the publication of this paper.


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