Factors Relating to Student Satisfaction with Service Quality: A Systematic Review

Purpose: This study aims to systematically summarize the factors relating to Student Satisfaction (SS) with Service Quality (SQ) from the literature. Design/methodology/approach: This study analyse and systematically examines sixteen most relevant to keywords peer-reviewed research articles, spanning five years from 2017 to 2021, and summarizes the factors that influence SS with SQ. Findings: The review of the literature reveals that the literature on SS and SQ constitutes all the empirical research literature. The most influential factors are SQ, Perceived Value, Student Loyalty, Trust, and Word-of-Mouth. After the COVID-19 outbreak, all empirical research on SS and SQ combined with e-learning instruction in 2021. Research limitations/implications: Limited by the availability of literature on SS with SQ, this review summarizes the available work for academics and organizations to leverage this knowledge and target only SS with SQ. Additionally, the review emphasizes the research opportunities available to researchers interested in furthering studies in this field. Practical implications: The conclusions of this review may assist future researchers in better understanding the elements driving SS and complexities and determining the optimal technique for maximizing the SS effect. Originality/value: The study summarizes the factors that influence SS with SQ. Keywords: Loyalty, Perceived Value, Student Satisfaction, Service Quality, Trust, Word-of-Mouth
Introduction According to Lin et al. (2008), the ultimate objective of any product or service is satisfaction. Satisfaction is a perception that substantially impacts the quality of service, loyalty, perceived [...]