Service quality in higher education – a review and research agenda

Service quality in higher education – a review and research agenda 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 antecedents, dimensions and consequences of service quality in the context of higher education. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Quality and Service Sciences Emerald Publishing

Service quality in higher education – a review and research agenda

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Publisher
Emerald Publishing
Copyright
Copyright © 2010 Emerald Group Publishing Limited. All rights reserved.
ISSN
1756-669X
DOI
10.1108/17566691011057393
Publisher site
See Article on Publisher Site

Abstract

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 antecedents, dimensions and consequences of service quality in the context of higher education.

Journal

International Journal of Quality and Service SciencesEmerald Publishing

Published: Jul 6, 2010

Keywords: Higher education; Customer services quality; Customer satisfaction; Research work

References

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