Service quality in higher education : a review and research agenda

Purpose – This study aims to explore the critical research issues in terms of service quality in higher education. Design/Methodology/Approach – The study critically examines a number of leading studies in satisfaction, service quality and higher education. Findings – This study finds five critical research agenda in the field of service quality in higher education sector. Research Limitations – This study 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. This study shows the nature and future directions of service quality research in higher education. Originality/Value – The research issues developed for this study are relevant to antecedents, dimensions and consequences of service quality in the context of higher education.