Literature review of service quality and student satisfaction from the perspective of quality assurance in higher education

Abstract

The paper is a literature review of the two concepts of service quality and student satisfaction in the context of strengthening quality assurance. It discusses the concept of service quality from the view of marketing literature and then applies this concept in the higher education sector. Tools for measuring service quality and student satisfaction for assessment of the quality of an institution are also addressed. At the end of the paper are implications for using the theoretical foundations and measuring instruments of service quality and student satisfaction to improve the quality as well as quality management at higher education institutions.