Kualitas Layanan dan Kepuasan Siswa dalam Pendidikan: Tinjauan Prisma Berbasis Scopus (2015-2025)

Abstract

Research on service quality and student satisfaction is increasingly important as the demand for quality education increases. This study aims to map the development of studies related to service quality and student satisfaction in the 2015-2025 period. The method used is Systematic Literature Review based on the PRISMA guidelines, by selecting articles from Scopus. Of the 192 articles identified in the initial stage, as many as 40 articles met the inclusion-exclusion criteria for analysis. Thematic and bibliometric analysis through VOSviewer is used to identify publication trends, theme development, and keyword density. The results showed that "service quality" and "student satisfaction" were the most dominant themes, closely related to perceived values, institutional image, trust, and student loyalty. Overlay visualization uncovers a shift toward modern topics such as social responsibility and sustainability, while density visualization emphasizes a focus on academic service and student satisfaction. This study concludes that improving student satisfaction requires a multidimensional approach that involves the quality of services, interactions, facilities, and reputation of the institution.