Service quality in higher education – a review and research agenda

Abstract

PurposeThe purpose of this paper is to explore the critical research issues in terms of service quality in higher education.Design/methodology/approachThe paper critically examines a number of leading studies in satisfaction, service quality, and higher education.FindingsThe paper finds five critical research agenda in the field of service quality in higher education sector.Research limitations/implicationsThe paper shows the research gaps of service quality in higher education through a review of literature. Future research should empirically address those gaps.Practical implicationsThe 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/valueThe research issues developed for this paper are relevant to antecedents, dimensions and consequences of service quality in the context of higher education.