“…There have been widespread concerns that rapid expansion of higher education has led to a degradation of quality, particularly in the lower-income countries of Africa, Asia and Latin America as manifested variously in poor physical infrastructure, overcrowded classrooms, curricula that do not respond to market needs, academic staff without the required qualifications, or moonlighting in multiple institutions (Tilak, 2013;Altbach et al 2009;Tetty & PHEA 2009). Mulili, (2014), observed that constrained service delivery contributes to increased customer complaints which are an indicator of customer dissatisfaction. Widespread dissatisfaction of both internal and external customers affects the reputation of universities and its ability to attract and retain customers leading to poor performance (Agarwal 2009;Oketch 2016;Pitan & Adedeji 2012;McCowan et al 2017).…”