| Summary: | The need for a flexible programme evaluation model, which incorporates customer's assessment component in it to cater for the ESP programme, leads to this study.This study is intended to investigate the applicability of the service Quality Loop (SQL), which is part of a quality system procedure inherent in the ISO 9000 series of standards, as a programme evaluation model, especially an ESP programme.The findings of this study indicate that the expections and requirements of the customers are not static but dynamic and changing with time. Therefore, there must be a mechanism to check and adapt the changes to suit the present needs. The availability of the customer's assessment component in the SQL promises an avenue for exploration and adds another dimension to ESP.
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