Service Quality in Higher Education: Where are We and Where to Go?

Ho Yin Wong; Parves Sultan

doi:10.1007/978-3-030-67441-0_15

Service Quality in Higher Education: Where are We and Where to Go?

Ho Yin Wong
, Parves Sultan

Management

Research output: Chapter in Book/Report/Conference proceeding › Chapter › Research

Abstract

This chapter reviews service quality issues in the context of higher education. More specifically, it reviews the progression of the literature on service quality in the higher education sector, thereby leading to the development of a holistic model on this topic. The review focuses on only empirical findings. Based on these findings and the holistic model, it provides directions for future research which can potentially fill research gaps in the literature.

Original language	English
Title of host publication	The Marketisation of Higher Education: Concepts, Cases, and Criticisms
Editors	John D Branch, Bryan Christiansen
Place of Publication	Cham, Switzerland
Pages	343-369
Edition	1
DOIs	https://doi.org/10.1007/978-3-030-67441-0_15
Publication status	Published - 1 May 2021

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10.1007/978-3-030-67441-0_15

https://hdl.handle.net/1959.11/74331

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title = "Service Quality in Higher Education: Where are We and Where to Go?",

abstract = "This chapter reviews service quality issues in the context of higher education. More specifically, it reviews the progression of the literature on service quality in the higher education sector, thereby leading to the development of a holistic model on this topic. The review focuses on only empirical findings. Based on these findings and the holistic model, it provides directions for future research which can potentially fill research gaps in the literature.",

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AB - This chapter reviews service quality issues in the context of higher education. More specifically, it reviews the progression of the literature on service quality in the higher education sector, thereby leading to the development of a holistic model on this topic. The review focuses on only empirical findings. Based on these findings and the holistic model, it provides directions for future research which can potentially fill research gaps in the literature.

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Service Quality in Higher Education: Where are We and Where to Go?

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