The growth in services has focused attention on issues of service quality both for commercial enterprises and across a range of public services and government institutions. The education sector, in particular, has and still is undergoing radical change to meet the needs of its varied constituents. This paper examines key issues in service quality as they apply in one particular education sector, further education (FE) colleges. The results suggest that service quality issues are highly relevant to the FE sector, but service quality is not clearly understood, is not well managed and some radical managerial action is required for the service to meet the requirements of its different customers.
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Donaldson et al. (1995) studied this question.
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