This study was conducted to assess the service quality of university education from the perspective of the immediate beneficiaries of the service. Students as the immediate beneficiaries of university education have key expectations of what constitutes quality in the context of universities as service organisations. Within that framework, this study examined the claims of other researchers on issues of quality in university education. The issues reviewed revolved around the concept of quality, university education in the global context, quality in service delivery, university education as a service, quality assurance practices in university education and the parameters for measuring quality. The study also examined studies on quality within the context of Ghanaian public universities and students perception of service quality.
Available studies reviewed showed that quality in university education has been defined and measured with insignificant regard for students’ concept of quality. Most of the studies reviewed conceptualise quality in university education in terms of meeting the standards and requirements set by the accreditation authorities. The studies showed that students’ opinion about the quality of services provided by universities which in the end determines the employability and socioeconomic fitness of graduates for the world of work is ignored. This paper therefore examines the issues of quality from a multi-stakeholder concept and brings attention to the key variables on which quality in university education should revolve.