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.
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.
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This study received no specific financial support.
The author declare that there are no conflict of interests regarding the publication of this paper.