| Issue |
E3S Web Conf.
Volume 426, 2023
The 5th International Conference of Biospheric Harmony Advanced Research (ICOBAR 2023)
|
|
|---|---|---|
| Article Number | 01064 | |
| Number of page(s) | 7 | |
| Section | Integrated Sustainable Science and Technology Innovation | |
| DOI | https://doi.org/10.1051/e3sconf/202342601064 | |
| Published online | 15 September 2023 | |
Fuzzy SERVQUAL to Measure the Service Quality of Tutoring Institutions: A Systematic Literature Review Using PRISMA
1 Industrial Engineering Department, BINUS Graduate Program - Master of Industrial Engineering, 11480 Bina Nusantara University, Jakarta, Indonesia
2 Trisakti Institute of Transportation and Logistics, Jakarta, Indonesia
* Corresponding author: febrian.krisnawati@binus.ac.id
It is essential to gauge service quality in order to grow the business as the service sector in the field of education, one of which is a tutoring institution, develops. This study aims to conduct a comprehensive investigation of the instruments used to rate the level of service provided by educational institutions utilizing the PRISMA and SLR (Systematic Literature Review) methods. It can be used to improve strategy development, measure customer satisfaction, and develop service standards in the education industry. The nine databases chosen for content analysis were ScienceDirect, Springer Link, EmeraldInsight, Researchgate, IEEE, academia, Sagepub, IEOMSociety, and Taylor & Francis. This review includes only journal publications and English studies. This study covers the years 2018 to 2022. The 21 papers selected relate to the measurement of service quality in educational institutions. The findings from this review indicate that SERVQUAL, along with instruments such as FuzzyAHP, Fuzzy DEA, IPA, and Topdim’s Fuzzy Era, are the most frequently used instruments. This study will assist researchers in collecting accurate data regarding various instruments used to evaluate the level of service provided by educational institutions. It will also assist the reader in tutoring about different instruments used in different regions of the world.
© The Authors, published by EDP Sciences, 2023
This is an Open Access article distributed under the terms of the Creative Commons Attribution License 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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