Systematic Literature Review on Service Quality in Business Schools

Abstract

This paper presents a systematic literature review on student satisfaction as part of service quality assurance in business schools. The literature review is mainly focused on the constructs and variables used to measure student satisfaction in higher education, specifically in business schools. The main findings show that most of the papers on student satisfaction in universities are based on internal factors of the institutions, such as classes and curriculum, academic staff and teaching, advising support and skills development. There is an increasing stream of papers in which external factors such as preparation for the future, services and facilities, social integration, and student centeredness are included when student satisfaction is evaluated, while very few papers are focused on pre-enrollment factors, school image and research and development, which require further research. Some gaps need to be addressed. First, a proposal to specify the dimensions of service quality assurance factors at an international scale is presented. Second, the relations among different factors should be analysed. Finally, new factors should be considered among the measures of students’ satisfaction in their choice of business school.