Assessing international students' satisfaction of a Jordanian university using the service quality model

Abstract

PurposeEducation plays a key role in socio-economic development and globalization has increased the numbers of students wanting to study abroad. Attracting international students is therefore an important objective for universities as international students open up opportunities to bring economic, cultural and academic benefits to both the universities themselves and to the countries in which they are located. This study therefore aimed to assess student satisfaction with a Jordanian university using the dimensions of quality contained within the established SERVQUAL model.Design/methodology/approachTo achieve these goals, quantitative data was collected from international students attending one university located in Jordan via a questionnaire survey, using a randomized sample. Structural equation modeling (SEM) was used to analyze the construct validity, and correlations between student satisfaction and the different dimensions of quality were tested.FindingsConsistent with other studies, the findings demonstrated that the five dimensions of service quality, i.e. tangibility, reliability, responsiveness, assurance and empathy, and the university of study, have a strong relationship with student satisfaction. However, there was no statistically significant correlation between country satisfaction and the tangibility and assurance sub-dimensions of quality.Practical implicationsPractical implications – The findings of this study are of interest and practical benefit to university leaders in developing their quality and student acquisition strategies.Originality/valueThis study makes a useful contribution to the growing body of evidence of service quality in higher education set within the context of a developing country.

Exploring degree-seeking international student satisfaction through the example of a Hungarian university

“…We can conclude that recent studies focus on the measurement of international student satisfaction at HEIs (Abu-Rumman & Qawasmeh, 2022;Li & Wang, 2023;Wong & Chapman, 2023), as both researchers and practitioners have recognised the need to understand international students better, which can result in better HEI reputation, improvement of HEI services, positive word-of-mouth recommendations and steady or increasing international student numbers (Tong, 2021). The current study aims to provide new insights into international student satisfaction by testing the applicability of novel qualitative international student satisfaction measurement methods, such as an affinity diagram and usability testing, together with more traditional methods like the NPS and focus groups.…”

The impact of strategic and innovativeness entrepreneurship and social capital on business overall performance through building a sustainable supply chain management at Jordan Private Universities

“…The significance of entrepreneurship within these institutions cannot be emphasized, as it not only confers advantages onto the universities themselves but also contributes to the economic growth and innovation ecosystem of Jordan (Altammemi et al, 2022). In the context of Jordan's private universities, the following five fundamental elements might be identified as crucial features of entrepreneurship: Entrepreneurship programs offered by private colleges provide a supportive environment for fostering innovation (Abu-Rumman & Qawasmeh, 2022). These programs frequently incorporate educational courses and efforts that foster the development of inventive and imaginative solutions to practical challenges (Alramahi et al, 2022).…”

“…The role of entrepreneurship in stimulating employment development has been widely acknowledged, and this potential has been recognized by private universities in Jordan (Hammouri et al, 2023). Upon the completion of their studies, students frequently embark on entrepreneurial endeavors, engaging in the recruitment of new personnel, thereby augmenting the expansion of employment opportunities, and bolstering the overall economic stability (Abu-Rumman & Qawasmeh, 2022). Private institutions frequently establish collaborations with nearby firms and sectors (Altammemi et al, 2022).…”

A Multi-criteria Analysis Method for the Evaluation of University Students’ Satisfaction

“…University performance is an important component in determining the successful organization and operation of a HEI. The quality management approach at higher education services discloses important particularities, creating a symbiosis between prospects, theoretical concepts, and the necessity of fundamental decisions to be undertaken [3].…”