Service Quality in Higher Education: A Review

Abstract: Higher education is of considerable significance, as it not only enables students to pursue a better future, but also for countries to compete in the global market by improving their economic and social position. Higher education is typically provided at different levels by public and private universities, where students can receive guidance for education and research. However, at present, with increased number of higher education institutions and lack of quality education in most them is of great concern. This scenario exerts pressure on governments and managements of private and public sector institutions to implement advanced methodologies and compete with global education systems. Nevertheless, the fact that providing higher education is just a service, is generally neglected. Hence, there is a need to evaluate and ensure service quality in higher education. This paper aims to review the existing studies and emphasize on the significance and further direction of service quality in higher education.

Keywords: Education, Higher education, Service quality, SERVQUAL, SERVPERF, HETQMEX, HEdPERF, HEISQUAL, HiEdQUAL.