Organizational commitment and quality of higher education service: A systematic literature review

Sanchez Salcedo L.N.; Garcés Giraldo L.F. · Revista de Ciencias Sociales (2026) · DOI: 10.31876/rcs.v32i3.46114

Resumen

The quality of service in higher education contexts depends largely on organizational dynamics and the commitment of the staff who support academic and administrative processes. This study analyzes the relationship between organizational commitment and service quality in university institutions, based on a systematic review and bibliometric analysis of literature published between 2019 and 2025. The scientific literature analyzed was located in the Scopus and Web of Science databases, the rigorous PRISMA 2020 protocol was applied, and the metadata was processed using R Studio software and its Bibliometrix library. The synthesis integrated both quantitative and qualitative studies, complemented by methodological evaluation using MMAT. The results show a strong association between the affective, normative, and continuance dimensions of commitment and the perception of service quality, which are influenced by factors such as transformational leadership, organizational culture, employee engagement, and satisfaction. In addition, emerging trends related to construct validation, university social responsibility, and explanatory models based on PLS-SEM are identified. It is concluded that organizational commitment is a strategic determinant of service quality in higher education. Licencia de Creative Commons Atribución 4.0 Internacional (CC BY 4.0) https://creativecommons.org/licenses/by/4.0/deed.es

Instituciones: Universidad Continental