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Service quality enhancing student satisfaction in international programs of higher education institutions: a local student perspective

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  • Chonlatis Darawong
  • Mukdashine Sandmaung

Abstract

This article aims to examine the impact of five different dimensions of service quality on student satisfaction in international programs of higher educational institutions. Data were collected from 398 students who have experienced services provided by the faculties and staff in international programs of higher education institutions in Thailand. The model examination result was statistically acceptable in terms of reliability and validity. The strongest dimension of service quality that affects student satisfaction is responsiveness, followed by empathy and facility, accordingly. This research highlights important dimensions of service quality that, if improved in higher education institutions, would enhance student satisfaction.

Suggested Citation

  • Chonlatis Darawong & Mukdashine Sandmaung, 2019. "Service quality enhancing student satisfaction in international programs of higher education institutions: a local student perspective," Journal of Marketing for Higher Education, Taylor & Francis Journals, vol. 29(2), pages 268-283, July.
    • Handle: RePEc:taf:jmkthe:v:29:y:2019:i:2:p:268-283
    DOI: 10.1080/08841241.2019.1647483
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    Cited by:

    1. Bilegjargal Ganbold & Kyungbo Park & Jongyi Hong, 2022. "Study of Educational Service Quality in Mongolian Universities," Sustainability, MDPI, vol. 15(1), pages 1-27, December.
    2. Ismail Hussein Amzat & Abdul Hakeem Alade Najimdeen & Lynne M. Walters & Byabazaire Yusuf & Nena Padilla-Valdez, 2023. "Determining Service Quality Indicators to Recruit and Retain International Students in Malaysia Higher Education Institutions: Global Issues and Local Challenges," Sustainability, MDPI, vol. 15(8), pages 1-25, April.
    3. Shivangi Dhawan, 2022. "Higher Education Quality and Student Satisfaction: Meta-Analysis, Subgroup Analysis and Meta-Regression," Metamorphosis: A Journal of Management Research, , vol. 21(1), pages 48-66, June.
    4. Ofori Debrah & Nasiru Inusah & Joseph Yaw Dwommor, 2021. "Students' Satisfaction with Accounting Teachers' Lesson Delivery, the Role of Perceived Quality of Lesson Delivery in Ghanaian Senior High Schools," Business and Economic Research, Macrothink Institute, vol. 11(1), pages 109-124, March.
    5. Yunbo Wang & Xiuping Duan & Ziyi Chen, 2022. "Pathways to the Sustainable Development of Quality Education for International Students in China: An fsQCA Approach," Sustainability, MDPI, vol. 14(22), pages 1-20, November.

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