Journal Screenshot

International Journal of Academic Research in Business and Social Sciences

Open Access Journal

ISSN: 2222-6990

A Review on Service Quality Dimensions in Higher Education Sector and Research Prospects after COVID-19 Pandemic

Li Feifei, Mooi Wah Kian, Joseph Adaikalam

http://dx.doi.org/10.6007/IJARBSS/v12-i1/12052

Open access

With the development of higher education marketization and internationalization, the importance of service quality in higher educational institutions (HEIs) has been paid more and more attention by academic circles and the industry. This article reviews the research literature on service quality in HEIs, and examines several influential measurements of service quality in HEIs. Based on the literature review, this article will also discuss the following issues: what effect will the e-learning model emerging in the post-COVID-19 era have on higher education services? What changes will happen to the dimensions of service quality in HEIs? This article summarizes the findings on service quality in higher education sector and provides an outlook on future research trends, contributing to further in-depth research in academia and reform and policy-making in industry.

Abdullah, F. (2006).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.
Al Qalhati, N., Karim, A. M., Al Mughairi, B., Al Hilali, K., & Hossain, M. I. (2020). Study on Job Satisfaction among Teachers in Sultanate of Oman. International Journal of Academic Research in Business and Social Sciences. 10(10), 422-434.
Al Qalhati, N., Karim, A. M., Al Mughairi, B., Al Hilali, K., & Hossain, M. I. (2020). Technology and HR Practices in Educational Sector in Sharqiya Governate of Oman. International Journal of Academic Research in Business and Social Sciences. 10(10), 435-443.
Al-Samarraie, H., Teng, K. B., Alzahrani, I. A., & Alalwan, N. (2017). E-learning continuance satisfaction in higher education: A unified perspective from instructors. Studies in Higher Education, 8(March), 1–17.
Alvis, H., Rapaso, M. (2007). Conceptual model of Student Satisfaction in Higher Education. Total Quality Management & Business Excellence, 18(5), 571-588.
Bashir, M. A., Ali, M. H., Wai, L. M., Hossain, M. I., & Rahaman, M. S. (2020). Mediating Effect of Customer Perceived Value on the Relationship between Service Quality and Customer Satisfaction of E-Banking in Bangladesh. International Journal of Advanced Science and Technology. Vol. 29, No. 2, pp. 3590 – 3606
Bitner, M. J. (1992). Servicescapes: the impact of physical surroundings on customers and employees. Journal of Marketing, 56, 57–71.
Brady, M. K., and Cronin J. J., Jr. (2001).Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach. Journal of Marketing, 65, 34-49.
Grönroos, C. (2016). Service Management and Marketing: Managing the Service Profit Logic (4th edition), Hershey, PA : John Wiley & Sons, Inc.
Creedon, J. (1988). Inside Met Life’s Growth Strategy. Journal of Business Strategy, 9(1),23-27.
Cronin, J. J. J., Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55–68.
Cuthbert, P. F. (1996). Managing service quality in HE?: is SERVQUAL the answer?? Part 2, Managing Service Quality, 6(3), 31–35.
Dabholkar, P. A., Shepherd, C. D., Thorpe, D. I. (2000). A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study, Journal of Retailing, 76( 2), 139-173.
General Agreement on Trade in Services (2021). Retrieved from the website of World Trade Organization, https://www.wto.org/english/docs_e/legal_e/26-
gats_01_e.htm#articleXIII.
Goh, F. C., Leong, M. C., Kasmin, K., Hii, K. P., & Tan, K. O. (2017). Students’ experiences, learning outcomes and satisfaction in e-learning. Journal of E-learning and Knowledge Society, 13(2), 117–128.
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18 (4),36-44.
Gronroos, Christian. (1982). Strategic Management and Marketing in the Service Sector, Helsingfors: Swedish School of Economics and Business Administration.
Hennig-Thurau, T., Langer, M. F., Hansen, U. (2001).Modeling and managing student loyalty: an approach based on the concept of relationship quality, Journal of Service Research, 3 (4), 331-344.
Holmlund, M. (1997). Perceived Quality in Business Relationships. Helsinki/Helsingfors, Finland: Swedish School of Economics and Business Administration.
Hossain, M. I., Polas, M. R. H., Rahman, M. M., Islam, T., & Jamadar, Y. (2020). An Exploration of COVID-19 Pandemic and its Consequences on FMCG Industry in Bangladesh. Journal of Management Info, 7(3), 145-155. https://doi.org/10.31580/jmi.v7i3.1484
Javed, M., Hock, O. Y., & Asif, M. K., Hossain, M. I. (2020). Assessing the Impact of Emotional Intelligence on Job Satisfaction among Private School Teachers of Hyderabad, India. International Journal of Psychosocial Rehabilitation. 24(4). 5035-5045
Joseph, M., and Joseph, B. (1997). Service quality in education: a student perspective. Quality Assurance in Education, 5 (1), 15–21.
Khaled, A. S., Ahmed, S., Tabash, M. I., Al-Homaidi, E. A., & Hossain, M. I.(2019). The Impact of Technological and Marketing Innovations on Retailing Industry: Evidence of India. Journal of Reviews on Global Economics, 8, 948-957
Lagrosen, S., Seyyed-Hashemi, R., & Leitner, M. (2004). Examination of the dimensions of quality in higher education. Quality Assurance in Education,12 (2), 61–69.
LeBlanc, G., and Nguyen, N. (1997). Searching for excellence in business education: an
Lewis, B. R. (1989).Quality in the Service Sector – A Review. International Journal of Bank Marketing, 7(5), 4-12.
Lin, F. H. (2007). Measuring online learning systems success: Applying the updated DeLone and McLean model. Cyber psychology & Behavior, 10(6), 817–820.
Loiacono, E., Watson, R., & Dale, G. (2002). WebQual: A Measure of Web Quality. American Marketing Association,13,432-438.
Marginson, S. (2020). The world is changing: Higher education and the COVID-19 pandemic. Paper presented at the Global Higher Education Webinar Series, 29 September 2020, Lingnan University.
Martinez-Arguelles, J. M., Callejo, B. M., & Farrero, M. C. J. (2013). Dimensions of perceived service quality in higher education virtual learning environments. Universities and Knowledge Society Journal, 10(1), 268–285.
Mazzarol, T. (1998). Critical success factors for international education marketing. International Journal of Educational Management, 12(4), 163–175.
O’Neill, M. A. (2003). The influence of time on student perceptions of service quality: the need for longitudinal measures. Journal of Educational Administration,41 (3), 310-324.
Oldfield, B. M., Baron, S. (2000). Student perceptions of service quality in a UK university business and management faculty. Quality Assurance in Education, 8(2), 85-95.
Olshavsky, R. W. (1985). Perceived Quality in Consumer Decision Making: An Integrated Theoretical Perspective, in Perceived Quality, J, Jacoby and J, Olson (eds,),
Ozkan, S., & Koseler, R. (2009). Multi-dimensional students’ evaluation of e-learning systems in the higher education context: An empirical investigation. Computers & Education, 53, 1285–1296.
Parasuraman, A., Valarie, A., Zeithaml, Leonard, L. B. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. The Journal of Marketing, 49(4), 41-50.
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-Qual: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233.
Peltier, W. J., Schibrowsky, A. J., & Drago, W. (2007). The interdependence of the factors influencing the perceived quality of the online learning experience: A causal model. Journal of Marketing Education, 29(2), 140–153.
Polas, M. R. H., Juman, M. K., Karim, A. M., Tabash, M. I., Hossain, M. I. (2020). Do Service Quality Dimensions Increase the Customer Brand Relationship among Gen Z? The Mediation Role of Customer Perception between the Service Quality Dimensions (SERVQUAL) and Brand Satisfaction. International Journal of Advanced Science and Technology. 29( 4), 1050-1070
Rust, R. T., and Oliver, R. L. (1994). Service Quality Insights and Managerial Implications from the Frontier. In Service Quality: New Directions in Theory and Practice. Ed. R. T. Rust and R. L. Oliver. Thousand Oaks, CA: Sage.
Annamdevula, S., & Bellamkonda, R. S. (2012). Development of HiEdQUAL for Measuring Service Quality in Indian Higher Education Sector. International Journal of Innovation, Management and Technology,3(4),412-416.
Sahney, S., Banwet, D., and Karunes, S. (2004). A SERVQUAL and QFD approach to total quality education. International Journal of Productivity and Performance Management, 53, 143-166.
Sasser, W. Earl, Jr., R. Paul Olsen, and Wyckoff, D. D. (1978). Management of Service Operations: Text and Cases, Boston: Allyn & Bacon.
Shaik, N., Lowe, S., & Pinegar, K. (2006). DL-sQUAL: A multiple-item scale for measuring service quality of online distance learning programs. Online Journal of Distance Learning Administration, 9(2), 201–214.
Sultan, P., and Wong, H. (2010).Performance?based service quality model: an empirical study on Japanese universities. Quality Assurance in Education, 18(2), 126-143.
UNESCO Institute for Statistics (UIS). (2021). Retrieved from the website of UIS, http://data.uis.unesco.org/Index.aspx?queryid=172.
Uolevi Lehtinen & Jarmo, R. L. (1991). Two Approaches to Service Quality Dimensions, The Service Industries Journal , 11(3),287-303.
Wang, S. Y., Wang, Y. H., & Shee, Y. D. (2007). Measuring e-learning systems success in an organizational context: Scale development and validation. Computers in Human Behavior, 23, 1792–1808.
Wolfinbarger, M. F., & Gilly, M. C. (2003). ETailQ: Dimensionalization, measuring and predicting Etail quality. Journal of Retailing,79(3), 183–198.
Yoo, B., & Donthu, N. (2001). Developing a scale to measure the perceived quality of an internet shopping site (Sitequal). Quarterly Journal of Electronic Commerce, 2(1), 31–46.
Zeithaml, V. A., Bitner, M. J., Gremler, D. D. (2008). Services Marketing – Integrating Customer Focus Across the Firm, Boston: McGraw Hill.

In-Text Citation: (Feifei et al., 2022)
To Cite this Article: Feifei, L., Kian, M. W., & Adaikalam, J. (2022). A Review on Service Quality Dimensions in Higher Education Sector and Research Prospects after COVID-19 Pandemic. International Journal of Academic Research in Business and Social Sciences, 12(1), 328–337.