Calidad de servicio como área de investigación en educación superior

Higher education institutions operate in increasingly dynamic and complex environments, which impose the challenge of adopting a marketing approach, offering adequate levels of service quality, and knowing the impact that the latter has on students' levels of satisfaction and behavioral intention. To analyze the articles published between 1975 and 2018 on the topic of service quality in higher education, production, impact and relational scientometrics are used on the scientific production documented in the Web of Science (WoS). A set of 166 mainstream publications is identified. Although they do not constitute a critical mass of research, they include a set of 23 articles of high citation for the subject under study. Total Quality Management and Business Excellence is the journal that concentrates the largest number of articles specialized in the subject, while the WoS categories with the majority of publications in this regard are Management, Education and, Educational Research and Business. In addition, ten clusters that group the contributions of 39 countries, five thematic clusters that group the most relevant keywords and three clusters that identify schools of thought on the subject studied are identified, since they are based on common bibliographic references.