International Students’ Expectations and Perceptions of Service Quality: The Case of a Higher Education Institution in South Africa

  • Jeevarathnam P Govender
  • Dion T Noel .
DOI: https://doi.org/10.22610/jebs.v4i10.359

Abstract

South Africa has recently seen a significant increase in international student enrolments in recent years. In order to be competitive, attention needs to be given to service quality with a view to being the institution of preference. This paper therefore seeks to assess international students’ expectations and perceptions of service quality. A census was conducted among the 215 international students, using the SERVQUAL model as the measuring instrument. The results indicate that there are gaps between international students’ expectations and perceptions on the five service quality dimensions. An analysis of variance was conducted to test for significant differences between three biographical variables viz. faculty of study, qualification enrolled for and region of residence versus the five dimensions of service quality, on both expectations and perceptions. Recommendations are presented on how the institution can enhance service quality among its international students.

Downloads

Download data is not yet available.
Published
2012-10-15
How to Cite
Govender, J. P., & ., D. T. N. (2012). International Students’ Expectations and Perceptions of Service Quality: The Case of a Higher Education Institution in South Africa. Journal of Economics and Behavioral Studies, 4(10), pp. 588-594. https://doi.org/10.22610/jebs.v4i10.359
Issue
Vol 4 No 10 (2012)
Section
Research Paper

Copyright (c) 2012 Journal of Economics and Behavioral Studies

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Author (s) should affirm that the material has not been published previously. It has not been submitted and it is not under consideration by any other journal. At the same time author (s) need to execute a publication permission agreement to assume the responsibility of the submitted content and any omissions and errors therein. After submission of a revised paper in the light of suggestions of the reviewers, editorial team edits and formats manuscripts to bring uniformity and standardization in published material.

This work will be licensed under Creative Commons Attribution 4.0 International (CC BY 4.0) and under condition of the license, users are free to read, copy, remix, transform, redistribute, download, print, search or link to the full texts of articles and even build upon their work as long as they credit the author for the original work. Moreover, as per journal policy author (s) hold and retain copyrights without any restrictions.