Perceived Quality of Service for International Students at Tongren City, China

ผู้แต่ง

  • Jun Luo -
  • Sarana Photchanachan

คำสำคัญ:

International Students, Perceived Service, Service quality, Satisfaction Level

บทคัดย่อ

The objectives of this paper were to investigate the factors influencing international students’ satisfaction level including positive word of mouth to others and retaining for further study, and what factors influencing the satisfaction level of international students. Due to the breakout of COVID-19, a survey questionnaire online was used to collect data from 225 international students and retrieved 220 complete questionnaires and a quantitative method via SPSS version 22.0 was used to analyze the variables and test hypothesis. The results revealed that the factors from HESQUAL model have definite influence on satisfaction level for international students.

References

Adamu, M. (2017). An overview of service quality, customer satisfaction and customer loyalty. Austin Journal of Business Administration and Management, 1, 1020-1033.

Alves, H., & Raposo M. (2010). The influence of university image on students' behavior. International Journal of Educational Management, 24, 73-85.

https://doi.org/10.1108/09513541011013060

Berbegal-Mirabent, J., Mas-Machuca, M., & Marimon, F. (2018). Is Research Mediating the Relationship between Teaching Experience and Student Satisfaction? Studies in Higher Education, 43, 973-988. https://doi.org/10.1080/03075079.2016.1201808

Dinh, et. al., (2021). Vietnamese Students' Satisfaction toward Higher Education Service: The Relationship between Education Service Quality and Educational Outcomes. European Journal of Educational Research, v10. n3. p.1397-1410.

https://doi.org/10.12973/eu-jer.10.3.1397

Fuchs, et. al., (2021). Using the SERVQUAL Framework to Examine the Service Quality in Higher Education in Thailand. Education Quarterly Reviews, v4. n2. P 363-370. https://doi.org/10.31014/aior.1993.04.02.286

Hamzaha and Abdullahb. (2017). A conceptual framework on international students’ adjustments and service quality towards students satisfaction in Malaysia public universities. International Journal of Economic Research, 14. 287-302.

Harvey, L., & Knight, P., T. (1996). Transforming higher education. Buchingham, Society for Research into Higher Education. Maidenhead: Open University Press.

Ilias, A. and Rahman, (2008). Student satisfaction and service quality: Any differences in demographic factors? International Business Research, 1, 131-143. https://doi.org/10.5539/ibr.v1n4p131

Kwek, L.C., Lau, T.C. and Tan, H.P. (2010), “Education quality process model and its influence on students’ perceived service quality”, International Journal of Business and Management, Vol. 5 No. 8, pp. 154-165.

https://doi.org/10.5539/ijbm.v5n8p154

Lomas, L. (2007), “Zen, motorcycle maintenance and quality in higher education”, Quality Assurance in Education, Vol. 15 No. 4, pp. 402-412.

https://doi.org/10.1108/09684880710829974

Malaysian Qualifications Register (MQR). https://www.mqa.gov.my/mqr

Narang, R. (2012). How do management students perceive the quality of education in publicing stitutions. Quality Assurance in Education, 20, 357-371.

https://doi.org/10.1108/09684881211263993

Parasurama. A, Zeithaml. V. A, BERRY, L. (1985). A conceptual model of service quality and its implementation for future research, Journal of Marketing, 49, 41-50. https://doi.org/10.1177/002224298504900403

Parasurama. P, Zeithaml. V.A, and Malhotra, (2005). A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7, 213-233.

https://doi.org/10.1177/1094670504271156

Pouzesh, A. et al. (2016). The Interval of Educational Services’ Quality in 17 Universities of Medical Sciences in Iran. International Journal of Medical Research & Health Sciences, 45, 317-323.

Sultan, P. and Wong, H.Y. (2011), “Service quality in a higher education context: antecedents and dimensions”, International Review of Business Research Papers, 7, 11-20.

Teeroovengadum, V., Kamalanabhan, T., & Seebaluck, A. K. (2016). Measuring service quality in higher education: Development of a hierarchical model (HESQUAL). Quality Assurance in Education, 24, 244-258.

Wong, K., Tunku, U. and Rahman, A. (2012), “Constructing a survey questionnaire to collect data on service quality of business academics”, European Journal of Social Sciences, 29, 209-221.

Yoon, S. and Suh, H. (2004), “Ensuring IT consulting SERVQUAL and user satisfaction: a modified measurement tool”, Information Systems Frontiers, 6, 341-51. https://doi.org/10.1023/B:ISFI.0000046376.10364.16

Zhang, L.-L. (2018). The Research on the Management of Universities’ International Students in China. Unpublished Ph.D. Dissertation, Northeast Normal. University. https://cdmd.cnki.com.cn/Article/CDMD-10200-1020617323.htm

Downloads

เผยแพร่แล้ว

2023-12-31