Abstract
M.Comm. (Education Management)
Legal services Is part of the concept of service In general that can be
described us any activity or gain that one partytthe supplier) can give
to anothertthe consumer). This activity or gain Is substantially
unassailable. Intransferable to a third party and can not be stored.
The classification of legal services according to the nature of the
service conduct. the relationship between client and Jurist. the
discretJon used during service delivery And the way the service is
delivered. the nature of the service demand and the charactertsttcs of
the service as such. means that one can draw an analogy with other
dtsclpltnes In order to be more Innovative and competitive.
QualIty Is a permanent function of any organization and permeates all
aspects of work. Quallty Is ulttmately Judged by the client and that Is
why the client must he the centre of any quality Improvement
program. In general quality can be descrtbed as the correlation
between the expectations of the cllent and the reahsatton of these
expectations.
Based on the studies done by Parasurarnan. Zetthaml and
Berry(1985.1988) as adjusted. the quality of legal services Is
conceptualised by way of the SERVQUAL model. describing five gaps
as reasons for poor service quality.
It Is submitted that In order to achieve quality In legal services. a
program of total quality management must be Implemented. Total
quality management means to manage a legal practice In an
Integrated manner. In order to comply with the needs of the client.
This Is done by way of basic management functions of planning.
Implementing through organizing, leading and control.