Service quality in higher education – a review and research agenda
152 citations recorded by the source corpus.
Purpose – The purpose of this paper is to explore the critical research issues in terms of service quality in higher education.Design/methodology/approach – The paper critically examines a number of leading studies in satisfaction, service quality, and higher education.Findings – The paper finds five critical research agenda in the field of service quality in higher education sector.Research limitations/implications – The paper shows the research gaps of service quality in higher education through a review of literature. Future research should empirically address those gaps.Practical implications – The growth of service quality literature started with commercial enterprises. Later, it is expanded in the management and marketing of higher education sector. Measuring and modeling service quality in higher education is new. The paper shows the nature and future directions of service quality research in higher education.Originality/value – The research issues developed for this paper are relevant to anteceden...
Subfields: General Health Professions, Organizational Behavior and Human Resource Management, Strategy and Management
View Paper: https://www.semanticscholar.org/paper/77088327c7c4b9ab8d6583fc956c5f55ec87510b
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In General Health Professions
In Organizational Behavior and Human Resource Management
In Strategy and Management
Citations in the corpus
- Evaluating student satisfaction of quality at international branch campuses (2015, background): “Service quality research in higher education is ever changing (Sultan and Wong 2010).”
- The Effect of Service Quality on Student Satisfaction and Student Loyalty: An Empirical Study. (2018, background): “Hence, it becomes a national priority (Sultan & Yin Wong, 2010).”
- Antecedents and consequences of service quality in a higher education context: A qualitative research approach (2013, background): “The extant studies (Abdullah, 2005; 2006a, 2006b, 2006c; Sultan & Wong, 2010) find a number of items to measure non-academic aspects (or administrative aspects) of | P a g e 26 service quality without proper definition.”