Böcker av Sara Oudmine

This research work analyzes the importance of service quality in the context of higher education and its impact on student retention, satisfaction and career success. Through a literature review, we examine several models and tools, such as SERVQUAL, HEdPERF, SERVPERF, and E-S-QUAL, for assessing the quality of services offered by higher education institutions. We also examine the mediating and regulating factors that can influence the relationship between service quality and academic performance. Our research highlights the complex nature of service quality, influenced by both academic and extracurricular factors. Moreover, students' trust and behavioral intentions, such as collaboration, compliance and advocacy, are strongly influenced by service quality. Universities have the opportunity to implement targeted actions to improve their students' educational experience by understanding the complex interactions between service quality and academic outcomes.