<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>0123-5923</journal-id>
<journal-title><![CDATA[Estudios Gerenciales]]></journal-title>
<abbrev-journal-title><![CDATA[estud.gerenc.]]></abbrev-journal-title>
<issn>0123-5923</issn>
<publisher>
<publisher-name><![CDATA[Universidad Icesi]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S0123-59232024000100013</article-id>
<article-id pub-id-type="doi">10.18046/j.estger.2024.170.6244</article-id>
<title-group>
<article-title xml:lang="en"><![CDATA[Service quality in higher education: A systematic literature review, 2007-2023]]></article-title>
<article-title xml:lang="es"><![CDATA[Calidad del servicio en la educación superior: una revisión sistemática de la literatura 2007-2023]]></article-title>
<article-title xml:lang="pt"><![CDATA[Qualidade do serviço no ensino superior: uma revisão sistemática da literatura 2007-2023]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Toscano-Hernández]]></surname>
<given-names><![CDATA[Aníbal Enrique]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Álvarez-González]]></surname>
<given-names><![CDATA[Luis Ignacio]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Sanzo-Pérez]]></surname>
<given-names><![CDATA[María José]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Esparza Rodríguez]]></surname>
<given-names><![CDATA[Saúl Alfonso]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad del Sinú Elías Bechara Zainum  ]]></institution>
<addr-line><![CDATA[Montería ]]></addr-line>
<country>Colombia</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,University of Oviedo  ]]></institution>
<addr-line><![CDATA[Oviedo ]]></addr-line>
<country>Spain</country>
</aff>
<aff id="Af3">
<institution><![CDATA[,University of Oviedo  ]]></institution>
<addr-line><![CDATA[Oviedo ]]></addr-line>
<country>Spain</country>
</aff>
<aff id="Af4">
<institution><![CDATA[,Universidad Nacional Autónoma de México Facultad de Contaduría y Administración ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Mexico</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>03</month>
<year>2024</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>03</month>
<year>2024</year>
</pub-date>
<volume>40</volume>
<numero>170</numero>
<fpage>13</fpage>
<lpage>30</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_arttext&amp;pid=S0123-59232024000100013&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_abstract&amp;pid=S0123-59232024000100013&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_pdf&amp;pid=S0123-59232024000100013&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract This article complements previous reviews by describing the results of a systematic review of recent research into service quality in higher education, with a methodology developed to minimize the biased effects of selection, publication, and data extraction. The research methodology is based on Web of Science and Scopus, the novel tool Tree of Science, and the analysis of citations based on the h-index. The results present a descriptive and thematic analysis that allows us to visualize the complexity of the findings, present the most relevant trends in research into service quality in higher education, and suggest potential areas for future research.]]></p></abstract>
<abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen Este artículo complementa las revisiones anteriores al describir los resultados de una revisión sistemática de investigaciones recientes sobre la calidad del servicio en la educación superior con una metodología desarrollada para minimizar los efectos sesgados de la selección, la publicación y la extracción de datos. La metodología de investigación se basa en Web of Science y Scopus, la novedosa herramienta Tree of Science y el análisis de citas basado en el Índice h. Los resultados presentan un análisis descriptivo y temático que nos permite observar la complejidad de los hallazgos, presentar las tendencias más relevantes en la investigación de la calidad del servicio en educación superior y proponer posibles áreas de investigación futura.]]></p></abstract>
<abstract abstract-type="short" xml:lang="pt"><p><![CDATA[Resumo Este artigo complementa revisões anteriores ao descrever os resultados de uma revisão sistemática de pesquisas recentes sobre qualidade de serviços no ensino superior com uma metodologia desenvolvida para minimizar os efeitos de viés da seleção, publicação e extração de dados. A metodologia de pesquisa é baseada em Web of Science e Scopus, a nova ferramenta Tree of Science e a análise de citações baseada no h-Index. Os resultados apresentam uma análise descritiva e temática que permite observar a complexidade dos resultados, apresentar as tendências mais relevantes na investigação sobre qualidade de serviço no ensino superior e propor possíveis áreas de investigação futura.]]></p></abstract>
<kwd-group>
<kwd lng="en"><![CDATA[M31]]></kwd>
<kwd lng="en"><![CDATA[I23.]]></kwd>
<kwd lng="en"><![CDATA[service quality]]></kwd>
<kwd lng="en"><![CDATA[university]]></kwd>
<kwd lng="en"><![CDATA[stakeholders]]></kwd>
<kwd lng="en"><![CDATA[systematic review]]></kwd>
<kwd lng="es"><![CDATA[calidad del servicio]]></kwd>
<kwd lng="es"><![CDATA[universidad]]></kwd>
<kwd lng="es"><![CDATA[grupos de interés]]></kwd>
<kwd lng="es"><![CDATA[revisión sistemática]]></kwd>
<kwd lng="pt"><![CDATA[qualidade de serviço]]></kwd>
<kwd lng="pt"><![CDATA[universidade]]></kwd>
<kwd lng="pt"><![CDATA[grupos de interesse]]></kwd>
<kwd lng="pt"><![CDATA[revisão sistemática]]></kwd>
</kwd-group>
</article-meta>
</front><back>
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