Education in the Mirror of Institutions: A Systematic Review of Service Quality and Character

Abstract

Transformation of higher education services demands the integration of digital services and institutional character in facing the challenges of accessibility, inclusion, and digitalization. This study examines the effectiveness of Service Quality and E-Service Quality models in academic and administrative services, the methodological challenges of using Analytical Hierarchy Process (AHP), Fuzzy Logic, and Importance Performance Analysis (IPA), and the role of institutional characteristics as mediators or moderators of student satisfaction and trust. This study uses a Population, Intervention, Comparator, Outcomes, and Context (PICOC) + Urgency of research and research motivation (UM) -based SLR approach to examine higher education services. Through the synthesis of 26 selected articles (2022–2025), multicriteria analysis such as AHP, Fuzzy, IPA reveals supporting factors, service effectiveness, and institutional contributions to its transformation. This study builds the Framework of Service Quality Impact in Higher Education Institutions (FSQIHEI) model to transform higher education digital services through the integration of AHP, Fuzzy, and IPA. Its contributions include literature mapping 2023–2025, emphasis on Service Quality, and differentiation of service strategies between public and private universities. Institutional characteristics are introduced as important variables in measuring student satisfaction and trust in a sustainable manner. This study includes an institutional characteristics-based FSQIHEI model, strengthening the Service Quality literature, and offering an evaluative approach to digital higher education services that is responsive, measurable, and contextual.