Critical Review on Issues and Challenges to Measure Service Quality in Higher Education

Service quality has got increased considerable attention within the education sector. Efforts to understand and assess the service quality in higher education have been undertaken in the recent years. The conceptualization of service quality, its relationship to the satisfaction, value constructs and methods of evaluation have become a central theme of education sector. Numerous studies have done in this area with adopting generic service quality models, but little work has been concentrated on exploring the dimensions to measure service quality in higher education in the standpoint of total environment as experienced by students being the primary customers. The paper focuses on recent studies (models) developed to measure service quality in higher education and discussed various factors should be considered while developing a model for measuring the same with provided a conceptual framework.