The Service Quality Experience of International Students: The Case of a Selected Higher Education Institution in South Africa

Dayaneethie Veerasamy ,Dion Trevor Noel ,Jeevarathnam Parthasarathy Govender

doi:10.5901/mjss.2014.v5n8p465

Dayaneethie Veerasamy , Dion Trevor Noel + Show 1 more

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https://doi.org/10.5901/mjss.2014.v5n8p465

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Abstract

The university, which forms the basis for this paper, has seen significant growth in the number of international student enrolments. It is against this background that international students’ expectations and perceptions of service quality are assessed. A census was conducted among this group of students which comprised 215 respondents using the SERVQUAL instrument. The results indicate a high degree of internal consistency among the five dimensions of service quality in terms of both expectations and perceptions. It emerged that there were varying gaps in the twenty items that were measured, with the empathy dimension exhibiting the largest gap score. Recommendations are made on how the university can improve on service quality levels among its international students. DOI: 10.5901/mjss.2014.v5n8p465

Highlights

Organisations have come to realise that providing quality service is key to differentiation from competitors as well as ensuring long term sustainability
Support staff must be trained in service quality-related programmes such as in the areas of customer service, product knowledge, communication and cultural diversity;
Accommodation facilities need to be improved so that international students are comfortable with using such facilities

Summary

Introduction

Organisations have come to realise that providing quality service is key to differentiation from competitors as well as ensuring long term sustainability. The university has seen an increase in enrolment in the number of international students. This has prompted this paper which attempts to assess international students’ expectations and perceptions of service quality at the university. The problem statement, aim and objectives are presented, followed by a literature review on service quality. The findings of the empirical study are discussed, followed by recommendations for improving service quality. This paper may bear relevance, to other universities in South Africa, and to higher education institutions in developing countries

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