Repositioning for Quality Services Delivery in Tertiary Institutions: The Role of Accountants

Delivering quality service is the key success factor of any institution that wants to remain in business. The determinants of quality service and the role of the accountants are the major focus of this paper. An extensive discussion of the consumer and stakeholder perceptions of quality service were properly examined. There are several gaps between service providers ’ perception of the quality requirements of the consumer and customer and the expectations of the end users. It is the aim of this paper to suggest solutions that will close these gaps. The closer these gaps are the better the quality of service. Recommendations are made on the role of accountants in enhancing quality service delivery to meet and surpass the requirement of the customers