Abstract
This paper explores the evolution of research on e-learning service quality in higher education from 2015 to 2024, based on a comprehensive bibliometric analysis of 254 publications. The study identifies global trends, influential authors and institutions, dominant theoretical frameworks, and critical gaps in regional representation. Key findings reveal a growing interest in digital service quality—especially during and after the COVID-19 pandemic—and a strong concentration of research in Asia, with limited contributions from Latin America and Africa. The work also underscores the need for methodological diversification and international collaboration. By mapping thematic clusters and tracking keyword evolution, the research contributes to a more integrated understanding of how service quality influences student satisfaction, retention, and institutional image. The findings offer practical implications for improving digital literacy, service design, and future readiness in global higher education systems.
Presenters
Jorge Vinueza MartínezResearch Professor, Faculty of Science and Engineering, Universidad Estatal de Milagro, Guayas, Ecuador
Details
Presentation Type
Theme
KEYWORDS
E-learning, Service Quality, Higher Education, Digital Literacy, Technology Acceptance, Bibliometric
