Review article
https://doi.org/10.15516/cje.v26i2.5267
Essential Attributes of Service Quality in Higher Education Institutions: A Systematic Literature Review
Memen Kustiawan
; Universitas Pendidikan Indonesia, Faculty of Economics and Business Education
Karim Suryadi
; Universitas Pendidikan Indonesia, Faculty of Social Science Education
Vidi Sukmayadi
orcid.org/0000-0002-5223-7355
; Universitas Pendidikan Indonesia, Faculty of Social Science Education
Abstract
This paper presents the results of a systematic literature review (SLR) of academic research related to service quality attributes in higher education institutions. The literature review is organised around two main objectives: identifying trends of studied topics and significant attributes in implementing service quality. A comprehensive search of relevant databases of published research from 2012 to 2022 was conducted to identify peer-reviewed articles that meet the criteria for inclusion in the review. The search yielded a total of 28 relevant studies, which were evaluated to address the study objectives. The SLR identified four clusters of topics within service quality: The importance of quality services, quality evaluation, the role of digital technology, and stakeholders’ retention. Finally, the derived attributes in this paper are expected to assist higher education institutions (HEIs) in developing countries, particularly in developing countries, in identifying areas of improvement in their service quality and making targeted adjustments to improve the overall experience of their stakeholders.
Keywords
higher education institutions; service quality attributes; service experience; systematic literature review
Hrčak ID:
319149
URI
Publication date:
26.6.2024.
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