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Service quality in higher education – a review and research agenda

journal contribution
posted on 2010-01-01, 00:00 authored by P Sultan, Ho Yin WongHo Yin Wong
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.

History

Journal

International journal of quality and service sciences

Volume

2

Pagination

259-272

Location

Bingley, Eng.

ISSN

1756-669X

eISSN

1756-6703

Language

eng

Publication classification

C1.1 Refereed article in a scholarly journal, C Journal article

Copyright notice

2010, Emerald Group Publishing Limited

Issue

2

Publisher

Emerald Group Publishing

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