Fuzzy SERVQUAL to Measure the Service Quality of Tutoring Institutions: A Systematic Literature Review Using PRISMA

Abstract

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.

A Decision Support System for Evaluation Service Quality by Fuzzy SERVQUAL: A Case Study of a Modern Riteil

“…Service is also the key to the success of service marketing activities in offline electronic retail businesses in Indonesia [1]. To stand out from the competition, a company must have insight into its customers and service or quality insights to meet their expectations [4] better.…”