QoS in higher education institutions: the concept, a literature review and future directions

Abstract

Purpose

The purpose of this paper is to understand the meaning and operationalisation of quality of service (QoS) in the context of higher education institutions (HEIs).

Design/methodology/approach

A systematic literature review of 167 articles published in various peer-reviewed journals between 1990 and 2019 is performed.

Findings

The findings reveal that around 40 dimensions have been used to conceptualise QoS in HEIs. Reliability followed by responsiveness, tangibility, empathy, assurance, programme design, academic and non-academic processes, reputation and facilities have received the highest attention. The most popular approach is empirical, and surveys and single-context studies are the most popular methods. The United Kingdom (UK) leads research on quality in HEIs, followed by the United States of America (USA) and India.

Research limitations/implications

This paper contributes to the body of knowledge by presenting a comprehensive synthesis of articles addressing QoS in HEIs.

Practical implications

Policymakers and academic administrators can use the findings of this study to conceptualise student satisfaction along the educational value chain. The discussion on HEIs’ and students’ perspectives will help policymakers create teaching excellence.

Originality/value

This paper contributes to the body of knowledge by presenting a unified synthesis of various strands of the literature on QoS in HEIs.

Citation

Prakash, G. (2021), "QoS in higher education institutions: the concept, a literature review and future directions", The TQM Journal, Vol. 33 No. 6, pp. 1245-1262. https://doi.org/10.1108/TQM-09-2020-0211