A review of service quality from the last three decades: reflections from the UK and Italian Higher Education sectors

Emilia Barone, Nina Anderson, Mercy Namonet, Michele Cano*

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

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This study was overseen with the intentions of analytical assessment of the various techniques applied in service quality over the past three decades, their footprint on customer satisfaction and also to point out concern for further investigation.

The aims were carried out through a theoretical desk research on different research on service quality starting from 1985 to 2015. Conclusions were drawn based on the findings from literature and comparative reflections based on UK and Italian higher education perspectives.

The study divulges that the techniques employed in service quality have great impressions on customer satisfaction. The study also revealed that customer satisfaction is not dependent on service quality and all its dimensions only but that customer satisfaction depends on other factors such as the time of the service, personal factors, price, values etc. The study also shows that service quality assessment cannot be generalized for all type of services, but that service quality assessment depends on the type of service settings, situations, time, need etc.

Practical implications
The practical implications from this research is to give those involved in service quality within higher education, the reflections on changes over the last three decades with a view to determining trends for the future.

This research reflects on changes in service quality within the higher education sector over the past three decades.
Original languageEnglish
Title of host publication19th Toulon-Verona International Conference Excellence in Services
Subtitle of host publicationUniversity of Huelva, (Spain), 5 and 6 September 2016
EditorsClaudio Baccarani, Jacques Martin
Place of PublicationHuelva, Spain
Number of pages17
ISBN (Electronic)9788890432767
Publication statusPublished - 30 Sep 2016
Event19th Toulon-Verona International Conference: Excellence in Services - University of Huelva, Huelva, Spain
Duration: 5 Sep 20166 Sep 2016


Conference19th Toulon-Verona International Conference


  • Service quality
  • Customer satisfaction
  • Service delivery
  • Higher education


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