Repositioning Nigerian Universities for Quality Service Delivery: The Role of HR Professionals

Abstract

Organisations are presently enmeshed in competition that is so profound that service quality and customer satisfaction have become twin critical concepts that any service provider needs focus on in order to sustain growth. Quality service is a multi-attribute that describes how well the factors or elements applied in generating the service(s) have performed. There are a number of gaps between service providers‟ perception of the quality service requirements of the customer and the expectations of the end consumer. It is within the purview of this study to suggest ways of closing these gaps in order that the academia is better positioned to deliver quality service that meets and surpasses the requirements of the customers/stakeholders and also as a way to consciously drive any reform agenda for the educational sector.