Student absenteeism at higher education institutions (HEIs) is a cause for concern as it has implications for students' academic performance and therefore graduation rates. Graduation rates to some extent influence funding to which universities are entitled. This study aimed to establish the contextual factors that influenced student absenteeism…

The goal of this paper is to report on the SERVQUAL gap which causes unsuccessful service delivery at a University of Technology in South Africa. Using a quantitative research design, the study adopts a SERVQUAL model adapted to a tertiary environment containing five dimensions of service quality (tangibles, responsiveness, empathy, assurance, and…