Municipal officials need to ensure that all tangible attributes related to employee performance create a desirable impact on customer perception of quality.
This is important as customer continue to look for tangible cue as a means to reduce perceived service quality and describe their service experience in municipality of Jinka.
The study recommends that paid television services providers have to improve performance on all the dimensions of service quality in order to increase customer satisfaction since consumers expect more than what they are offering.
This will enable them maintain high level of competitiveness and achieve successful business performance.
Interview, close ended questionnaires, FGD employed for data collection.
The analysis conducted using SPSS through mean, standard deviations, correlations and stepwise regressions for the study.
A SERVQUAL analysis was undertaken on the two Pietermaritzburg campus, viz. The study found that on average customers had high expectations in tangibles, reliability and assurance dimensions and their highest perceptions were found in the assurance dimension.
The study also found that management of DUT need to apply a varying degree of attention to the dimensions between the two campuses.