Impact of quality of interaction on subordinates compliance with leader’s bases of power

Quality is the totality of features and characteristics of a product or service that bears on its ability to satisfy given needs. Services Marketing and management refers to a customer-satisfaction-engineering tool whereby various complex issues like design, delivery, encounters, quality, profitability and productivity are dealt with. This paper deals with the challenge of service quality in today’s emerging global village. The study employed the modified version of the SERVQUAL instrument to ascertain the quality gaps. The education services have been facing stiff competition from abroad where variety of curriculum and standards are the order of the day.