QUALITY OF SERVICE CULTURE AND OVERALL SATISFACTION FOR INTERNATIONAL STUDENTS AT THE UNIVERSITY OF SASKATCHEWAN
Date
2020-01-22
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
ORCID
Type
Thesis
Degree Level
Masters
Abstract
The purpose of this research was to explore the extent to which service quality culture factors impact overall international students’ satisfaction from students’ viewpoints and to ascertain levels of perceived quality culture indicators and overall satisfaction. The researcher reviewed previous research in terms of service culture, service quality and satisfaction, especially in post-secondary education. The study used a quantitative research framework, including a survey with 61 statements, five-point Likert Scale, six demographic questions and open-end questions. International students at the University of Saskatchewan were invited to respond to this survey. The findings indicate that all the dimensions of service culture have a positive correlation with the Overall Satisfaction of international students. Moreover, first-year international students tended to be more satisfied with the services than those in upper years. There were no statistically significant differences among service cultures and overall satisfaction based on the demographic variables. This study provides further understandings, insights and direction for enhancing and sustaining high-quality services to international students. The findings also indicated that the factors that impacted most on overall satisfaction of international students were: Support Staff, Academic, Safety, Finance and the demographic variable – “First Year.” This study contributes to the efforts of universities as they seek to become more competitive in their recruitment efforts and in their delivery of quality services to international students.
Description
Keywords
service culture, service quality, SERVQUAL model, international student, satisfaction
Citation
Degree
Master of Education (M.Ed.)
Department
Educational Administration
Program
Educational Administration