Contextual Factors Influencing Service Quality in Technological Universities in Nigeria

Abstract

Over the years, the issue of service quality has gained prominence in services industry, including higher education. Service quality has to do with the ability of service providers to meet or exceed the expectations of customers. From the higher education perspective, customers can be external, such as students and internal such as employees. Students are considered as primary customers, whose perceptions of service quality influence satisfaction, attachment and human capital development. Technological universities have roles to play in developing knowledge capital for sustainable economic growth and development. This article examined service quality issues in technological universities in Nigeria, and how they impact towards transition from resource-based economy to knowledge-based economy. In addition, issues related to overview of the higher education sector in general and the technological universities in particular; the roles of technological universities towards human capital development and the contextual factors influencing service quality in technological universities were examined in this article. Suggestions for improving service quality aimed at branding and positioning the technological universities to gain competitive advantage was offered.