Purpose – The purpose of this paper

Purpose – The purpose of this paper is to explore the critical research issues in terms of service
quality in higher education.
Design/methodology/approach – The paper critically examines a number of leading studies in
satisfaction, service quality, and higher education.
Findings – The paper finds five critical research agenda in the field of service quality in higher
education sector.
Research limitations/implications – The paper shows the research gaps of service quality in
higher education through a review of literature. Future research should empirically address those gaps.
Practical implications – The growth of service quality literature started with commercial
enterprises. Later, it is expanded in the management and marketing of higher education sector.
Measuring and modeling service quality in higher education is new. The paper shows the nature and
future directions of service quality research in higher education.
Originality/value – The research issues developed for this paper are relevant to antecedents,
dimensions and consequences of service quality in the context of higher education.
Keywords Higher education, Customer services quality, Customer satisfaction, Research work
Paper type Literature review

Results (English) 2:

目的–本文的目的是探索的重要研究课题
高等教育服务质量。
设计/方法/方式–本文批判性地探讨
满意度，领导研究的数量和服务质量，高等教育。
发现–本文fiNDSfiVE批判性的研究议程服务质量的fi坡高等教育部门

。研究限制/影响–说明在
高等教育服务质量研究的空白，通过文献综述。未来的研究应凭经验解决这些差距。
实用意义–服务质量文献的增长与企业的商业
。后来，它是高等教育机构的管理和营销
扩展。测量和高等教育服务质量模型是新的。提出了高等教育的本质和
服务质量研究的未来发展方向。
创意/值–为本文的研究重点是相关的来路，
在高等教育中的尺寸和服务质量的影响。
关键词高等教育，客户服务质量，客户满意度，研究工作
纸型文献综述