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This paper sought to establish the existence or absence of gaps in the quality of service delivery in selected higher education (HE) institutions in Botswana, based on the Gaps Model of service quality, from the perspective of selected employees as internal customers. A survey of key literary sources on the Gaps Model of service quality as well as general marketing and services marketing was conducted which formed the theoretical underpinning for the study. Five HE institutions were chosen and treated as a single case study. The quantitative research methodology was adopted whereby quantitative data was collected through a questionnaire. Probability sampling procedure (random sampling) was used for quantitative data collection. The results of the study revealed the existence of all the five gaps that comprise the Gaps Model of service quality in terms of the state of service delivery in the selected HE institutions covered in this study, from the perspective of their employees. It was revealed that service standards were not what employees expected; there was poor upward and horizontal communication; there was excessive employee monitoring, and there was lack of stakeholder involvement in decision-making.
USHE MAKAMBE. (2016) The Gaps Model of Service Quality and Higher Education Delivery in Botswana: An Internal Customer Perspective, International Review of Management and Business Research, Volume 5, Issue 3.
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