Question:

(a) International standards are strategic tools and guidelines to help organisations to tackle some of the most demanding challenges of modern business. Given ISO standards are voluntary describe three reasons how standards contribute and assist the business community, government and society respectively.

(b) "Despite of the difficulties faced by managers in evaluating quality, it is firmly argued that service quality may be the only way customers can choose one service over another."

With reference to this statement, explain clearly each of the five dimensions that the public at large can use when evaluating the importance of service quality in the educational sector by giving one appropriate evaluation criteria and one example for each of these dimensions.