form the above, it could prove extremely difficult to give a holistic or an "all-embracing" definition of service quality (Phillip and Hazlett, 1997a, p.263.
             Services being processes in which consumers actively participate, and where production and consumption are simultaneous, its quality and assessment are bound to be complex.
             Some of the identified problems that impede and make assessment of service quality difficult are:
             a) Problems related to dimensions of service quality (Davies et al, 1999) b) Characteristics of services, (Kuei, (1999); Phillip and Hazlett, 1997a;
             c) Variations in customer expectations and perceptions (Ennew et al,
             d) The nature of measurement tools (Davies are et al, (1999).
             Further, to give an opinion on a concept as complex as quality of services requires specialist knowledge. This poses an additional problem to the measurement of service quality.
             These problems are discussed one by one wi
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