Article2009

An empirical model of international student satisfaction

284 citations0/0 files storedAsia Pacific Journal of Marketing and Logistics

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Customer Service Quality and Loyalty Higher Education Governance and Development International Student and Expatriate Challenges

Abstract

Purpose Based on the theoretical framework of expectancy‐disconfirmation paradigm, the purpose of this paper is to examine the differences in student perceptions of the level of satisfaction related to educational and non‐educational services among four groups of international postgraduate business students from China, India, Indonesia and Thailand undertaking study in Australia. Design/methodology/approach The data used in this study were derived from a mail survey conducted among international postgraduate business students from Asia studying at five universities in the state of Victoria, Australia. A total of 573 usable responses were received. Analysis using structural equation modelling, multivariate analysis of variance (MANOVA) and analysis of variance (ANOVA) was undertaken. Findings This study develops and tests a model of international postgraduate student satisfaction. Findings indicate that the importance of service quality factors related to both educational and non‐educational services varies among nationality groups and, therefore, has a differential impact on student satisfaction. Practical implications The study provides insights into seven constructs related to educational and non‐educational services that are perceived as important by postgraduate business students from Asia in satisfaction formation. Universities should develop a diversified strategic marketing plan that incorporates the differential needs of international postgraduate business students according to the educational and non‐educational constructs developed in this paper. Originality/value This study makes a contribution by filling a void in academic research in the area of satisfaction in relation to postgraduate international business students from four nationality groups in Asia.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1992Measuring Service Quality: A Reexamination and Extension 1993The Antecedents and Consequences of Customer Satisfaction for Firms 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research 1996Services Marketing: Integrating Customer Focus Across the Firm 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions

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