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Omschrijving

Service quality is about meeting customers needs and requirements, and how well the service level delivered matches their expectations. It is all about continuous foreseeing and pleasing their needs and expectations. Improving higher educations administrative and academic service quality in the eyes of its service personnel and students pay-off. It lends credibility to the service personnel, stimulates positive word-of-mouth, widens students perception of value and enhances the confidence and loyalty of both students and service people. Therefore, this paper gives direction as to how service quality at a university can be measured on an interval scale by using SERVQUAL and INTSERVQUAL Model. This paper, thus, has an immense importance particularly for the higher education s academic and administrative staff, management and students, and for all types of service institutions or anyone else who want to know and understand the very nature of service and its dimensions for measuring it.

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