Service quality in higher education: A systematic literature review, 2007–2023
DOI:
https://doi.org/10.18046/j.estger.2024.170.6244Keywords:
service quality, university, stakeholders, systematic reviewAbstract
This article complements previous reviews by describing the results of a systematic review of recent research into service quality in higher education, with a methodology developed to minimize the biased effects of selection, publication, and data extraction. The research methodology is based on Web of Science and Scopus, the novel tool Tree of Science, and the analysis of citations based on the h-index. The results present a descriptive and thematic analysis that allows us to visualize the complexity of the findings, present the most relevant trends in research into service quality in higher education, and suggest potential areas for future research.
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