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The Influence of Service Quality on Customer Retention: A Systematic Review in the Higher Education

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Proceedings of the International Conference on Advanced Intelligent Systems and Informatics 2020 (AISI 2020)

Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 1261))

Abstract

This paper aims to identify the influence of service quality on customer retention and the factors that affect this relationship using a systematic review and meta-analysis method to use in the second stage in examining the relationship of service quality on customer retention in higher educations. A systematic review method was conducted to select the studies that will assist in the current studies. This systematic review covered 32 research articles published in peer-reviewed journals from 1996 till 2018 and were reviews critically. The main findings of the study indicate that service quality-related factors is the most common factor, flowed by customer satisfaction, trust, commitment, and loyalty. Moreover, it has been noticed that the quantitative method using questionnaire was found to be the primary relied upon research methods for collecting data followed by a focus group. Furthermore, 75% of the analyzed studies recorded positive research outcomes. Most of the analyzed studies that had a positive outcome were conducted in the United Kingdom followed by the United States in terms of the context, most of the analyzed studies where done for Banks, followed by Mobile Service Industry, Retailing industry, Small firms, Steel industry, Tourism industry, Airline industry, Zoo, and Advertising service respectively. To that end, this systematic review attempts to investigate the relationship between service quality and customer retention and the factors affecting this relationship.

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Author information

Authors and Affiliations

  1. University of Sharjah, Sharjah, UAE

    Aisha Alshamsi & Muhammad Alshurideh

  2. Faculty of Business, University of Jordan, Amman, Jordan

    Muhammad Alshurideh

  3. Amman Arab University, Amman, Jordan

    Barween Al Kurdi

  4. Research Institute of Sciences and Engineering, University of Sharjah, Sharjah, UAE

    Said A. Salloum

Authors
  1. Aisha Alshamsi
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  2. Muhammad Alshurideh
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  3. Barween Al Kurdi
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  4. Said A. Salloum
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Corresponding author

Correspondence to Said A. Salloum .

Editor information

Editors and Affiliations

  1. Faculty of Computers and Artificial Intelligence, Information Technology Department, and Chair of the Scientific Research Group in Egypt, Cairo University, Cairo, Egypt

    Aboul Ella Hassanien

  2. Department of Electronics and Computer Science, Koszalin University of Technology, Koszalin, Poland

    Adam Slowik

  3. Faculty of Electrical Engineering and Computer Science, VŠB-Technical University of Ostrava, Ostrava-Poruba, Moravskoslezsky, Czech Republic

    Václav Snášel

  4. Rector of the Electronic Research Institute, Cairo, Egypt

    Hisham El-Deeb

  5. Faculty of computers and information, Ain Shams University, Cairo, Egypt

    Fahmy M. Tolba

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Alshamsi, A., Alshurideh, M., Kurdi, B.A., Salloum, S.A. (2021). The Influence of Service Quality on Customer Retention: A Systematic Review in the Higher Education. In: Hassanien, A.E., Slowik, A., Snášel, V., El-Deeb, H., Tolba, F.M. (eds) Proceedings of the International Conference on Advanced Intelligent Systems and Informatics 2020. AISI 2020. Advances in Intelligent Systems and Computing, vol 1261. Springer, Cham. https://doi.org/10.1007/978-3-030-58669-0_37

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