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

Abstract

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.