Understanding Service Quality And Satisfaction In Education And Training Through The SERVQUAL Model
A Literature Review
DOI:
https://doi.org/10.47655/seulanga.v4i1.220Keywords:
satisfaction, service quality, education and training, SERVQUALAbstract
Participant satisfaction is a key determinant of success in educational and training programs, influencing engagement, retention, and learning outcomes. This literature review examines how service quality shapes participant experiences by applying the SERVQUAL model, which includes five dimensions: reliability, responsiveness, assurance, empathy, and tangibles. These dimensions reflect critical elements such as consistent delivery, timely support, instructor competence, personalized attention, and adequate learning infrastructure. When educational institutions prioritize these aspects, they not only enhance participants’ satisfaction but also improve program effectiveness and institutional reputation. Reliability ensures services are delivered as promised, while responsiveness highlights the importance of prompt support. Assurance builds trust through knowledgeable and credible educators, empathy fosters personalized learning and emotional connection, and tangibles provide the necessary physical and technological resources. By assessing and improving these service quality components through structured feedback and evaluation mechanisms, educational providers can better align programs with learner needs and expectations. The findings offer valuable insights for academic and professional development institutions aiming to increase learner satisfaction and overall program quality. Enhancing service quality is shown to be essential not just for positive learner experiences but also for sustaining long-term success in competitive educational and training environments.
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