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While the Ethiopian government financed public institutions of
higher learning may still view themselves as bastions of education,
they are businesses subject to the market forces. They are under
increasing pressure to demonstrate value for money- quality
outcomes, excellence, and cost effectiveness- in response to the
government fund and student cost-sharing. Such switching from haven
of bastion to a service market-driven and customer focus is a
challenge. It requires a change in management mind-set (who are the
change leaders), change in culture, changes in the ways people work
and are rewarded, and new ways of implementing customer solutions
and relationships. Thus, adapting an entrepreneurial approach is
not a matter of choice, but an issue of survival. In view of this
importance, an attempt has been made in the present study to
explore, analyze, and measure the perceived quality of services
rendered by institutions of higher learning in Ethiopia. Therefore,
this paper has significant importance for the higher education's
academic staff, management and students, and anyone else who want
to know and understand the very nature of service and its
dimensions for measuring it.
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