This contribution presents a systematic review that captures, analyses and synthesises the findings on the service quality of HEIs.
It examines the relevant literature that is focused on the students’ learning experience, on the delivery and performance of HEIs.
Afterwards, it discusses about the opportunities and challenges in a post COVID era.
Finally, it elaborates on the implications to policy makers in education and outlines future research avenues to academia.
Service quality in higher education - Camilleri.pptx
1. The service quality and performance
of higher education institutions
Suggested citation: Camilleri, M.A. (2021), "Evaluating service quality and performance of higher education institutions: a
systematic review and a post-COVID-19 outlook", International Journal of Quality and Service Sciences, Vol. 13 No. 2, pp.
268-281. https://doi.org/10.1108/IJQSS-03-2020-0034
By Prof. Mark Anthony Camilleri, Ph.D. (Edinburgh)
University of Malta, Malta.
GD Goenka University, Gurgaon - Delhi-NCR, INDIA
1st August 2022