Please use this identifier to cite or link to this item: http://hdl.handle.net/10321/1472
Title: The service quality experience of International students: the case of a selected higher education institution in South Africa
Authors: Veerasamy, Dayaneethie 
Noel, Dion Trevor 
Govender, Jeevarathnam Parthasarathy 
Keywords: Service Quality;SERVQUAL;Expectations of service quality;Perceptions of service quality;Higher education institution;International Students
Issue Date: May-2014
Publisher: MCSER Publishing
Source: Govender, J.P.; Veerasamy, D. and Noel, D.T. 2014. The service quality experience of International students: the case of a selected higher education institution in South Africa. Mediterranean Journal of Social Sciences, 5(8) pp. 465-473.
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.
URI: http://hdl.handle.net/10321/1472
ISSN: 2039-2117
Appears in Collections:Research Publications (Management Sciences)

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