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Year 2024, Volume: 12 Issue: 3, 119 - 135, 30.09.2024
https://doi.org/10.17478/jegys.1518891

Abstract

References

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Service quality in higher education: A literature review

Year 2024, Volume: 12 Issue: 3, 119 - 135, 30.09.2024
https://doi.org/10.17478/jegys.1518891

Abstract

In a time where the student experience increasingly mirrors a customer-centric approach, universities are tasked with fulfilling the role of comprehensive educational service providers. This paper presents a comprehensive literature review on service quality in higher education, focusing on various generic and industry-specific scales. The primary objective of this article is to analyse and compare prominent measurement scales such as SERVQUAL, SERVPERF, HEdPERF, UnivQual, and HiEduQual. Each scale is defined according to its original literature and provides a foundational understanding of their respective constructs and factors. To achieve a nuanced comparison, the paper examines these scales based on the number of factors extracted from studies and their characteristics. The analysis reveals a great diversity and specificity of factors in measuring service quality across different higher education contexts. Beyond that, the paper analyses a database of 45 selected peer-reviewed articles to understand the practical application of service quality scales in empirical research. This examination considers multiple dimensions such as the country of focus, the statistical procedures employed, and the research methods. These dimensions offer a rich comparative insight into the trends in service quality research within higher education. Additionally, the study delves into the number and names of factors identified in each article, mapping them against the established scales to uncover patterns and deviations in empirical findings. A notable aspect of the review is the exploration of gender differences in service quality perceptions, a critical yet often underexplored area. This gender-based analysis provides valuable insights into how male and female students may perceive service quality differently, thereby informing more nuanced and inclusive service quality enhancement strategies. The findings of this paper underscore the multifaceted nature of service quality in higher education and the importance of context-specific scales. By comparing different measurement approaches and analysing a broad spectrum of empirical studies, this review contributes to a deeper understanding of how service quality is conceptualised and measured in higher education. It also offers practical implications for researchers and practitioners aiming to enhance service quality and align it more closely with student expectations and experiences.

References

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  • Abdullah, F. (2006b). Measuring service quality in higher education: Three instruments compared. International Journal of Research and Method in Education, 29(1), 71–89. https://doi.org/10.1080/01406720500537445
  • Abdullah, F. (2006c). The development of HEdPERF: A new measuring instrument of service quality for the higher education sector. International Journal of Consumer Studies, 30(6), 569–581. https://doi.org/10.1111/j.1470-6431.2005.00480
  • Abrate, G., Quinton, S., & Pera, R. (2021). The relationship between price paid and hotel review ratings: Expectancy-disconfirmation or placebo effect? Tourism Management, 85. https://doi.org/10.1016/j.tourman.2021.104314
  • Akdere, M., Top, M., & Tekingündüz, S. (2020). Examining patient perceptions of service quality in Turkish hospitals: The SERVPERF model. Total Quality Management and Business Excellence, 31(4), 342–352. https://doi.org/10.1080/14783363.2018.1427501
  • Akob, M., Yantahin, M., Ilyas, G. B., Hala, Y., & Putra, A. H. P. K. (2021). Element of marketing: SERVQUAL toward patient loyalty in the private hospital sector. Journal of Asian Finance, Economics and Business, 8(1), 419–430. https://doi.org/10.13106/jafeb.2021.vol8.no1.419
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  • Annamdevula, S., & Bellamkonda, R. S. (2016). Effect of student perceived service quality on student satisfaction, loyalty and motivation in Indian universities: Development of HiEduQual. Journal of Modelling in Management, 11(2), 488–517. https://doi.org/10.1108/JM2-01-2014-0010
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  • Arambewela, R., & Hall, J. (2009). An empirical model of international student satisfaction. Asia Pacific Journal of Marketing and Logistics, 21(4), 555–569. https://doi.org/10.1108/13555850910997599
  • Athiyaman, A. (1997). Linking student satisfaction and service quality perceptions: The case of university education. European Journal of Marketing, 31(7), 528–540. https://doi.org/10.1108/03090569710176655
  • Babic-Hodovic, V., Arslanagic-Kalajdzic, M., & Ganić, E. (2018). Effects of Servperf dimensions on students’ loyalty: Do you know what is behind the scene? International Journal of Business and Social Science, 9(2), 215–224. https://www.researchgate.net/publication/324994559
  • Barrios-Ipenza, R., Calvo-Mora, A., Roldán, J. L., & Ayala, R. M. (2024). Quality assessment of graduate services: Kano model application to a Peruvian university. Quality in Higher Education. https://doi.org/10.1080/13538322.2024.2326235
  • Bowling, N. A., Gibson, A. M., Houpt, J. W., & Brower, C. K. (2021). Will the questions ever end? Person-level increases in careless responding during questionnaire completion. Organizational Research Methods, 24(4), 718–738. https://doi.org/10.1177/1094428120947794
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There are 89 citations in total.

Details

Primary Language English
Subjects Other Fields of Education (Other)
Journal Section AI, Metaverse andAdvanced Technologies
Authors

Romain Patrick Bartolo This is me 0009-0006-2731-4458

Hasan Tınmaz 0000-0003-4310-0848

Early Pub Date September 12, 2024
Publication Date September 30, 2024
Submission Date July 19, 2024
Acceptance Date August 14, 2024
Published in Issue Year 2024 Volume: 12 Issue: 3

Cite

APA Bartolo, R. P., & Tınmaz, H. (2024). Service quality in higher education: A literature review. Journal for the Education of Gifted Young Scientists, 12(3), 119-135. https://doi.org/10.17478/jegys.1518891
AMA Bartolo RP, Tınmaz H. Service quality in higher education: A literature review. JEGYS. September 2024;12(3):119-135. doi:10.17478/jegys.1518891
Chicago Bartolo, Romain Patrick, and Hasan Tınmaz. “Service Quality in Higher Education: A Literature Review”. Journal for the Education of Gifted Young Scientists 12, no. 3 (September 2024): 119-35. https://doi.org/10.17478/jegys.1518891.
EndNote Bartolo RP, Tınmaz H (September 1, 2024) Service quality in higher education: A literature review. Journal for the Education of Gifted Young Scientists 12 3 119–135.
IEEE R. P. Bartolo and H. Tınmaz, “Service quality in higher education: A literature review”, JEGYS, vol. 12, no. 3, pp. 119–135, 2024, doi: 10.17478/jegys.1518891.
ISNAD Bartolo, Romain Patrick - Tınmaz, Hasan. “Service Quality in Higher Education: A Literature Review”. Journal for the Education of Gifted Young Scientists 12/3 (September 2024), 119-135. https://doi.org/10.17478/jegys.1518891.
JAMA Bartolo RP, Tınmaz H. Service quality in higher education: A literature review. JEGYS. 2024;12:119–135.
MLA Bartolo, Romain Patrick and Hasan Tınmaz. “Service Quality in Higher Education: A Literature Review”. Journal for the Education of Gifted Young Scientists, vol. 12, no. 3, 2024, pp. 119-35, doi:10.17478/jegys.1518891.
Vancouver Bartolo RP, Tınmaz H. Service quality in higher education: A literature review. JEGYS. 2024;12(3):119-35.
By introducing the concept of the "Gifted Young Scientist," JEGYS has initiated a new research trend at the intersection of science-field education and gifted education.