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

• Published in: E3S web of conferences Vol. 426; p. 1064
• Main Authors: Krisnawati, Febrian, Ekawati, Ardhianiswari Diah, Abdurachman, Edi
• Format: Journal Article
• Language: English
• Published: EDP Sciences 01.01.2023
• ISSN: 2267-1242; 2267-1242
• DOI: 10.1051/e3sconf/202342601064

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.