Article 2, Volume 6 Issue 2

Systematic Literature Review on Service Quality in Business Schools


Llorenç Bagur-Femenías – (UPF Barcelona School of Management)

Marian Buil – (Escola de Ciències Socials i de l’Empresa Tecnocampus – UPF)

Josep Llach – (Universitat de Girona)

Received April 25, 2020; accepted May 6, 2020.


This paper presents a systematic literature review on student satisfaction as part of service quality assurance in business schools. The literature review is mainly focused on the constructs and variables used to measure student satisfaction in higher education, specifically in business schools. The main findings show that most of the papers on student satisfaction in universities are based on internal factors of the institutions, such as classes and curriculum, academic staff and teaching, advising support and skills development. There is an increasing stream of papers in which external factors such as preparation for the future, services and facilities, social integration, and student centeredness are included when student satisfaction is evaluated, while very few papers are focused on pre-enrolment factors, school image and research and development, which require further research. Some gaps need to be addressed. First, a proposal to specify the dimensions of service quality assurance factors at an international scale is presented. Second, the relations among different factors should be analysed. Finally, new factors should be considered among the measures of students’ satisfaction in their choice of business school.


Bagur-Femenías, Ll., Buil, M. & Llach, J. (2020).Systematic Literature Review on Service Quality in Business Schools. European Accounting and Management Review, 6(2), 23-40.




Palabras clave

Share this article

Share on linkedin
Share on whatsapp
Share on email
Share on twitter

Related Posts

Article 5, Volume 7 Issue 1

The Role of Awareness, Learning and Knowledge in Entrepreneurial and Firm Leadership Processes Author Neus Vila Brunet – (Universitat Internacional de Catalunya) DOI: 10.26595/eamr.2014.7.1.5 Download PDF View HTML Received October 2, 2020; accepted December 9, 2020. Abstract English Scholars in recent years have urged researchers to shift from their traditional focus on specific characteristics of

Read More »

Article 4, Volume 7 Issue 1

Does an internship in Business Administration enhance professional competences? Author Ramon Bastida – (UPF Barcelona School of Management) Frederic Marimon – (Universitat Internacional de Catalunya) DOI: 10.26595/eamr.2014.7.1.4 Download PDF View HTML Received April 26, 2020; accepted June 5, 2020. Abstract English The aim of this study was twofold. First, we want to determine which competences

Read More »

Article 3, Volume 7 Issue 1

Open Innovation in Times of Covid-19: The case of Project OxyGEN Author Giovanna Lara Burbano – (University of Girona) DOI: 10.26595/eamr.2014.7.1.3 Download PDF View HTML Received October 8, 2020; accepted December 9, 2020. Abstract English In the face of the health crisis unleashed by Covid-19, experts worldwide took on the challenge of designing a low-cost

Read More »

Uso de cookies

Este sitio web utiliza cookies para que usted tenga la mejor experiencia de usuario. Si continúa navegando está dando su consentimiento para la aceptación de las mencionadas cookies y la aceptación de nuestra política de cookies, pinche el enlace para mayor información.plugin cookies

Aviso de cookies