Quality Assurance at Hotel Management Tertiary Institutions in Australia: An Insight Into Factors Behind Domestic and International Student Satisfaction

Edmund Goh · Rob Law

54 citations0/0 files storedJournal of Hospitality & Tourism Education

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Customer Service Quality and Loyalty Educational Outcomes and Influences Hospitality and Tourism Education

Abstract

Although numerous studies have investigated the importance of customer satisfaction in the hospitality industry, few studies have examined the role of customer satisfaction in education institutions. This research note applies service quality and emotional bonding theories to elucidate the perceived satisfaction of students in higher education institutions for hotel management in Australia. A mixed-methods technique was adopted in this study, which utilized a 67-item questionnaire followed by a focus group to understand elements underlying student satisfaction. Results revealed that academics-related reasons, such as school reputation and course of study, were the primary drivers of satisfaction. A greater number of Australian students (92.3%) reported higher satisfaction scores than international students (77.5%).

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References

1994Putting the Service-Profit Chain to Work 1989Psychological and implied contracts in organizations 2005On Becoming a Pragmatic Researcher: The Importance of Combining Quantitative and Qualitative Research Methodologies 2002Student Satisfaction: Towards an empirical deconstruction of the concept 2018A workforce to be reckoned with: The emerging pivotal Generation Z hospitality workforce 2009An empirical model of international student satisfaction 2012Service quality in a higher education context: an integrated model 2009Trends in tourism research

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