摘要：A s the global e conomy ba ttles through the cr edit cru nc h, u niver sities too, ar e under pr essur e to a ttrac t students. T he w ay for wa rd in the se difficult economic time s is for universitie s to be come mo re mar ket driven a nd position themselve s u sing qua lity of their services a s a ma jor competitive adva ntage. I n this paper researc he rs explore how service quality provided by the U niversity of KwaZ ulu-N ata l is perceived by staff, a nd strategies that may a ttract students using high leve ls of service quality offered. T he study was c on du cted using a cr oss sectiona l design involving a ca de mic a nd suppor t sta ff a t the Univer sity of K wa Zu lu N a tal. The ma in objective was to identify staff 's perceptions of service quality offered at the university. Since ac ademic and support staff are primary deliverers of the different aspec ts of the tertia ry education servic e provided to the students, it is important to exa mine their views on service qua lity. Sta ff reported that the university needs to set itself a pa rt from all others by strategically providing high quality service that is reliable, ta ngible, empathetic, assuring and responsive to stude nts.
关键词：Service Qua lity. Service Delivery. G APS Model. SERVQUAL Model/Instrument
