Evaluating service quality and performance of higher education institutions: a systematic review and a post-COVID-19 outlook

Mark Anthony Camilleri

191 citations0/0 files storedInternational Journal of Quality and Service Sciences

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Higher Education Governance and Development Customer Service Quality and Loyalty Education during COVID-19 pandemic

Abstract

Purpose This study aims to present a systematic review on service quality in higher education. It discusses about the latest opportunities and challenges facing higher educational institutions (HEIs) following the outbreak of the coronavirus (COVID-19) pandemic. Design/methodology/approach The study relied on the grounded theory’s inductive reasoning to capture, analyze and synthesize the findings from academic and non-academic sources. The methodology involved a systematic review from Scopus-indexed journals, from intergovernmental and non-governmental policy documents, as well as from university ranking sites and league tables. Findings The comprehensive review suggests that HEIs can use different performance indicators and metrics to evaluate their service quality in terms of their resources, student-centered education, high-impact research and stakeholder engagement. Moreover, this paper sheds light about the impact of an unprecedented COVID-19 on higher education services. Practical implications During the first wave of COVID-19, the delivery of higher educational services migrated from traditional and blended learning approaches to fully virtual and remote course delivery. In the second wave, policy makers imposed a number of preventative measures, including social distancing and hygienic practices, among others, on HEIs. Originality/value This timely contribution has synthesized the findings on service quality and performance management in the higher education context. Furthermore, it investigated the effect of COVID-19 on higher education services. It deliberates on the challenges and responses in the short/medium term and provides a discussion on the way forward. In conclusion, it implies that HEI leaders ought to embrace online teaching models and virtual systems, as they are here to stay in a post-COVID-19 era.

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References

1992Measuring Service Quality: A Reexamination and Extension 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach 1993The Nature and Determinants of Customer Expectations of Service 2020COVID ‐19 and online teaching in higher education: A case study of Peking University 1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter 2016Grand Challenges and Inductive Methods: Rigor without Rigor Mortis 2020COVID-19 and emergency eLearning: Consequences of the securitization of higher education for post-pandemic pedagogy

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