Service failure and complaints management in higher education institutions

The higher education sector has evolved over the past decade due to ever-changing needs of students who are its primary customers. As a result, most have deal with unmet expectations which subsequently lead service failure. Even though failure cannot be eliminated, institutions expected provide an effective complaints management system resolve student problems and incidents. This study analyzed in institutions. A quantitative, descriptive, cross-sectional was undertaken using 430 full-time across three public universities South Africa. findings this showed that encounter various forms failures learning majority experiencing respect funding academic registration. Also, were generally satisfied system. Thus, can help institutional managers understand incidents confronting sector. Furthermore, provides opportunity for assess effectiveness make improvements ensure better experience