The Literature Reviews About Higher Education Service Quality in Overseas

Abstract

Higher education (HE) service quality is getting more and more attention in China, but the research of it is seldom domestic. This paper summarized and analyzed overseas scholars' study on the service quality of higher education by using method of literature analysis. It was found that the SERVQUAL model which designed by the PZB group is suitable for the evaluation of higher education service quality, the level of service quality in higher education depends on the gap between expectation and perception of student for services in higher education.