Service Quality Management in Higher Education in the Ethiopian Context: Systematic Review

Belay Ambo

doi:doi:10.11648/j.advances.20220304.12

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Service Quality Management in Higher Education in the Ethiopian Context: Systematic Review

Belay Ambo

Published in Advances (Volume 3, Issue 4)

Received: 23 July 2022 Accepted: 14 November 2022 Published: 29 November 2022

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Abstract

Service quality is commonly noted as a critical prerequisite for establishing and sustaining satisfying relationships with valued customers. In 2008, service quality improvement initiatives in Ethiopia’s public universities started implementing BPR (Business Process Re-engineering) to effect a fundamental change in the current business process jobs and structures, management and measurement systems, values, and beliefs with the aim of increasing quality and productivity that focus on customer satisfaction. Different studies have been conducted on student satisfaction regarding service quality management in an education context. The purpose of this systematic review is therefore to identify and synthesize the student’s satisfaction in an educational context that has identified the extent, importance, and contributions. To find as many studies as possible to be reviewed, electronic searches have been carried out through science direct and Research Gate publications results, 12 kinds of literature have been searched and 6 have been screened as relevant to the review questions and objectives, and finally, 3 studies have been included reviewed thoroughly. The findings of the review revealed one or other another that the see quality management in higher education relies on satisfaction. It was concluded by the reviewer that, students ‘satisfaction regarding quality service management in higher education students were not satisfied as concluded by the reviewer that, it is possible to make our educational institutions’ service quality management successful by giving due emphasis to student’s satisfaction regarding service quality management in higher education institution having forward-looking, in the situations.

Published in	Advances (Volume 3, Issue 4)
DOI	10.11648/j.advances.20220304.12
Page(s)	159-168
Creative Commons	This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.
Copyright	Copyright © The Author(s), 2022. Published by Science Publishing Group

Keywords

Service Quality, Students’ Service, Quality Management Higher Education

References

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APA Style

Belay Ambo. (2022). Service Quality Management in Higher Education in the Ethiopian Context: Systematic Review. Advances, 3(4), 159-168. https://doi.org/10.11648/j.advances.20220304.12

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ACS Style

Belay Ambo. Service Quality Management in Higher Education in the Ethiopian Context: Systematic Review. Advances. 2022, 3(4), 159-168. doi: 10.11648/j.advances.20220304.12

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AMA Style

Belay Ambo. Service Quality Management in Higher Education in the Ethiopian Context: Systematic Review. Advances. 2022;3(4):159-168. doi: 10.11648/j.advances.20220304.12

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@article{10.11648/j.advances.20220304.12,
  author = {Belay Ambo},
  title = {Service Quality Management in Higher Education in the Ethiopian Context: Systematic Review},
  journal = {Advances},
  volume = {3},
  number = {4},
  pages = {159-168},
  doi = {10.11648/j.advances.20220304.12},
  url = {https://doi.org/10.11648/j.advances.20220304.12},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.advances.20220304.12},
  abstract = {Service quality is commonly noted as a critical prerequisite for establishing and sustaining satisfying relationships with valued customers. In 2008, service quality improvement initiatives in Ethiopia’s public universities started implementing BPR (Business Process Re-engineering) to effect a fundamental change in the current business process jobs and structures, management and measurement systems, values, and beliefs with the aim of increasing quality and productivity that focus on customer satisfaction. Different studies have been conducted on student satisfaction regarding service quality management in an education context. The purpose of this systematic review is therefore to identify and synthesize the student’s satisfaction in an educational context that has identified the extent, importance, and contributions. To find as many studies as possible to be reviewed, electronic searches have been carried out through science direct and Research Gate publications results, 12 kinds of literature have been searched and 6 have been screened as relevant to the review questions and objectives, and finally, 3 studies have been included reviewed thoroughly. The findings of the review revealed one or other another that the see quality management in higher education relies on satisfaction. It was concluded by the reviewer that, students ‘satisfaction regarding quality service management in higher education students were not satisfied as concluded by the reviewer that, it is possible to make our educational institutions’ service quality management successful by giving due emphasis to student’s satisfaction regarding service quality management in higher education institution having forward-looking, in the situations.},
 year = {2022}
}

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TY  - JOUR
T1  - Service Quality Management in Higher Education in the Ethiopian Context: Systematic Review
AU  - Belay Ambo
Y1  - 2022/11/29
PY  - 2022
N1  - https://doi.org/10.11648/j.advances.20220304.12
DO  - 10.11648/j.advances.20220304.12
T2  - Advances
JF  - Advances
JO  - Advances
SP  - 159
EP  - 168
PB  - Science Publishing Group
SN  - 2994-7200
UR  - https://doi.org/10.11648/j.advances.20220304.12
AB  - Service quality is commonly noted as a critical prerequisite for establishing and sustaining satisfying relationships with valued customers. In 2008, service quality improvement initiatives in Ethiopia’s public universities started implementing BPR (Business Process Re-engineering) to effect a fundamental change in the current business process jobs and structures, management and measurement systems, values, and beliefs with the aim of increasing quality and productivity that focus on customer satisfaction. Different studies have been conducted on student satisfaction regarding service quality management in an education context. The purpose of this systematic review is therefore to identify and synthesize the student’s satisfaction in an educational context that has identified the extent, importance, and contributions. To find as many studies as possible to be reviewed, electronic searches have been carried out through science direct and Research Gate publications results, 12 kinds of literature have been searched and 6 have been screened as relevant to the review questions and objectives, and finally, 3 studies have been included reviewed thoroughly. The findings of the review revealed one or other another that the see quality management in higher education relies on satisfaction. It was concluded by the reviewer that, students ‘satisfaction regarding quality service management in higher education students were not satisfied as concluded by the reviewer that, it is possible to make our educational institutions’ service quality management successful by giving due emphasis to student’s satisfaction regarding service quality management in higher education institution having forward-looking, in the situations.
VL  - 3
IS  - 4
ER  -

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Author Information

Belay Ambo

Department of Educational Planning and Management, Education and Behavioral Sciences College, Jimma University, Jimma, Ethiopia

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Plain Text BibTeX RIS

APA Style

Belay Ambo. (2022). Service Quality Management in Higher Education in the Ethiopian Context: Systematic Review. Advances, 3(4), 159-168. https://doi.org/10.11648/j.advances.20220304.12

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ACS Style

Belay Ambo. Service Quality Management in Higher Education in the Ethiopian Context: Systematic Review. Advances. 2022, 3(4), 159-168. doi: 10.11648/j.advances.20220304.12

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AMA Style

Belay Ambo. Service Quality Management in Higher Education in the Ethiopian Context: Systematic Review. Advances. 2022;3(4):159-168. doi: 10.11648/j.advances.20220304.12

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@article{10.11648/j.advances.20220304.12,
  author = {Belay Ambo},
  title = {Service Quality Management in Higher Education in the Ethiopian Context: Systematic Review},
  journal = {Advances},
  volume = {3},
  number = {4},
  pages = {159-168},
  doi = {10.11648/j.advances.20220304.12},
  url = {https://doi.org/10.11648/j.advances.20220304.12},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.advances.20220304.12},
  abstract = {Service quality is commonly noted as a critical prerequisite for establishing and sustaining satisfying relationships with valued customers. In 2008, service quality improvement initiatives in Ethiopia’s public universities started implementing BPR (Business Process Re-engineering) to effect a fundamental change in the current business process jobs and structures, management and measurement systems, values, and beliefs with the aim of increasing quality and productivity that focus on customer satisfaction. Different studies have been conducted on student satisfaction regarding service quality management in an education context. The purpose of this systematic review is therefore to identify and synthesize the student’s satisfaction in an educational context that has identified the extent, importance, and contributions. To find as many studies as possible to be reviewed, electronic searches have been carried out through science direct and Research Gate publications results, 12 kinds of literature have been searched and 6 have been screened as relevant to the review questions and objectives, and finally, 3 studies have been included reviewed thoroughly. The findings of the review revealed one or other another that the see quality management in higher education relies on satisfaction. It was concluded by the reviewer that, students ‘satisfaction regarding quality service management in higher education students were not satisfied as concluded by the reviewer that, it is possible to make our educational institutions’ service quality management successful by giving due emphasis to student’s satisfaction regarding service quality management in higher education institution having forward-looking, in the situations.},
 year = {2022}
}

Copy | Download

TY  - JOUR
T1  - Service Quality Management in Higher Education in the Ethiopian Context: Systematic Review
AU  - Belay Ambo
Y1  - 2022/11/29
PY  - 2022
N1  - https://doi.org/10.11648/j.advances.20220304.12
DO  - 10.11648/j.advances.20220304.12
T2  - Advances
JF  - Advances
JO  - Advances
SP  - 159
EP  - 168
PB  - Science Publishing Group
SN  - 2994-7200
UR  - https://doi.org/10.11648/j.advances.20220304.12
AB  - Service quality is commonly noted as a critical prerequisite for establishing and sustaining satisfying relationships with valued customers. In 2008, service quality improvement initiatives in Ethiopia’s public universities started implementing BPR (Business Process Re-engineering) to effect a fundamental change in the current business process jobs and structures, management and measurement systems, values, and beliefs with the aim of increasing quality and productivity that focus on customer satisfaction. Different studies have been conducted on student satisfaction regarding service quality management in an education context. The purpose of this systematic review is therefore to identify and synthesize the student’s satisfaction in an educational context that has identified the extent, importance, and contributions. To find as many studies as possible to be reviewed, electronic searches have been carried out through science direct and Research Gate publications results, 12 kinds of literature have been searched and 6 have been screened as relevant to the review questions and objectives, and finally, 3 studies have been included reviewed thoroughly. The findings of the review revealed one or other another that the see quality management in higher education relies on satisfaction. It was concluded by the reviewer that, students ‘satisfaction regarding quality service management in higher education students were not satisfied as concluded by the reviewer that, it is possible to make our educational institutions’ service quality management successful by giving due emphasis to student’s satisfaction regarding service quality management in higher education institution having forward-looking, in the situations.
VL  - 3
IS  - 4
ER  -

Copy | Download