Postgraduate International Students from Asia: Factors Influencing Satisfaction

Arambewela, Rodney; Hall, John E.; Zuhair, Segu

doi:10.1300/j050v15n02_05

Cited by 63 publications

(49 citation statements)

References 25 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…According to authors such as Angell et al (2008), Curran & Rosen (2006), Arambewela et al (2005), DeShields et al (2005), Davis & Swanson (2001) and Desai et al (2001), higher education can be regarded as a service point to the similarities between education and services in their delivery and evaluation processes. Further, Eagle & Brennan (2007) describe higher education as a complex service and for Hennig-Thurau et al (2001, p. 332), educational services "fall into the field of services marketing".…”

Section: Characteristics Of Higher Education Servicesmentioning

confidence: 99%

“…As students are increasingly seen as customers of higher education services (e.g. Arambewela et al, 2005;Maringe, 2005), their satisfaction should be important to institutions that want to retain existing and recruit new students (Helgesen & Nesset, 2007). Study results indicate that the recruitment of students is several times more expensive than their retention (Joseph et al, 2005).…”

Section: Introductionmentioning

confidence: 98%

See 1 more Smart Citation

Understanding the characteristics of effective professors: the student's perspective

Gruber

Reppel

Voss

2010

Journal of Marketing for Higher Education

View full text Add to dashboard Cite

ABSTRACT. Increasingly, higher education institutions are realizing that higher education could be regarded as a business-like service industry and they are beginning to focus more on meeting or even exceeding the needs of their students. Recent research findings suggest that the factors that create student satisfaction with teaching ("teaching satisfiers") may be qualitatively differently from the factors that create dissatisfaction with teaching. Thus, this research uses the Kano Methodology to reveal the characteristics of professors that students take for granted ("Must-be factors") and that have the potential to delight them ("Excitement factors"). Kano questionnaires containing nineteen attributes of effective professors taken from previous studies and focus group discussions were handed out in two marketing courses to 63 postgraduate students enrolled in a service marketing course. The Kano results corroborate previous US findings that revealed the importance of personality in general and support studies that stress the importance of professors creating rapport with their students in particular.Keywords: Student Satisfaction, Educational Services, Quality Attributes, Effective Professors, Kano Methodology CHARACTERISTICS OF EFFECTIVE PROFESSORS 2 INTRODUCTION AND BACKGROUNDIncreasingly, higher education institutions are realizing that higher education could be regarded as a business-like service industry and they are beginning to focus more on meeting or even exceeding the needs of their students. Watson (2003) and Narasimhan (2001) for example maintain that fee-paying students expect "value for money" and behave more like customers. As students are increasingly seen as customers of higher education services (e.g. Arambewela et al., 2005;Maringe, 2005), their satisfaction should be important to institutions that want to retain existing and recruit new students (Helgesen & Nesset, 2007). Study results indicate that the recruitment of students is several times more expensive than their retention (Joseph et al., 2005).Universities should therefore try to monitor students' levels of satisfaction and decrease sources of dissatisfaction if possible in order to retain students (Douglas et al., 2008). Similarly, Appleton- Knapp & Krentler (2006) suggest that students' satisfaction with their educational experience should be a desired outcome, in addition to learning and knowing what attributes of professors are desired by students, may improve the overall education process (Faranda & Clarke, 2004).Given the need for more research on classroom service encounters , this research study is exploratory in nature. This paper explores how students perceive the attributes of professors and how satisfied they are with them. In particular, the research examines which attributes of professors are likely to cause satisfaction and which dimensions predominately lead to dissatisfaction. Knowing what students regard as satisfactory and dissatisfactory attributes helps professors improve the classroom experience either by improv...

show abstract

Section: Characteristics Of Higher Education Servicesmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 98%

Understanding the characteristics of effective professors: the student's perspective

Gruber

Reppel

Voss

2010

Journal of Marketing for Higher Education

View full text Add to dashboard Cite

show abstract

“…students) are highly involved in their choices, and managers need to focus on competitive edges. Positive image, service quality, students' satisfaction, consumer value and word of mouth communication are the key strategic variables in maintaining such a competitive position (Ledden, Kalafatis & Samouel 2007;Marín-García, Martínez-Gómez & Giraldo-O'Meara, 2014), resulting in long-term benefits arising from students' loyalty (Arambewela, Hall & Zuhair, 2005). …”

Section: Introductionmentioning

confidence: 99%

The value trade-off in higher education service: A qualitative intercultural approach to students’ perceptions

Gallarza

Gardó

2016

View full text Add to dashboard Cite

Purpose: Higher Education Institutions (HEIs) have become a highly competitive market, where consumers (i.e. students) are highly involved in their choices, and managers need to focus on competitive edges. This paper aims to understand the factors that influence international Master students' choice behaviour and fulfil student expectations of customer value in HEIs. Design/methodology: With qualitative information (five focus groups) collected from international students (of 12 different nationalities) of several universities in Spain, UK and China, the paper investigates the formation of customer value as a trade-off between benefits and costs. This qualitative approach aims first at assessing this particular service through the concept of value through verifying both the positive and negative dimensions of educational service, and second, to comment on the intercultural aspects of this dual approach to higher education consumption. The contribution lays on a value-based approach as a trade-off focusing, as a step forward from the traditional sociodemographic approaches, on behavioural variables (functional, social and emotional values) and considering not just price but also non-monetary costs.

show abstract

“…Research indicates that the recruitment of students is several times more expensive than their retention (Joseph, Yakhou, & Stone, 2005) and so student retention becomes an important management task for universities which gives rise to increasing emphasis on student satisfaction with the learning experience (Lala and Priluck, 2011).. In this regard, Arambewela, Hall, and Zuhair (2006) regard student satisfaction as a key strategic variable in maintaining a competitive position, with long-term benefits arising from student loyalty, positive word-of-mouth and image of the higher education institution.Consequently, increasing levels of student satisfaction and decreasing sources of dissatisfaction would be beneficial to universities (Douglas, McClelland, & Davies, 2008). Finally, Appleton- Knapp and Krentler (2006) suggest that students' satisfaction with their educational experiences should be a desired outcome in addition to learning and knowing.…”

mentioning

confidence: 99%

Investigating the Influence of Professor Characteristics on Student Satisfaction and Dissatisfaction

Gruber

Lowrie

Brodowsky

et al. 2012

Journal of Marketing Education

View full text Add to dashboard Cite

This research uses the Kano model of satisfaction to investigate professor characteristics that create student satisfaction as well as those attributes that can cause their dissatisfaction. Kano questionnaires were handed out to 104 undergraduate students at a university in the Southwest and to 147 undergraduate students at a university in the Midwest of the USA. The two resulting Kano maps show the same delighting attributes while other satisfaction attributes are also similar.The findings reveal the importance of the personality of professors and the characteristics of professors which: a) are desired by students, b) are not desired by students, c) impact student satisfaction the most, d) impact satisfaction the least. The results also demonstrate how professors and universities can focus attention on those attributes most likely to influence satisfaction. No attributes of professors are classified as basic or taken for granted factors by students, while three attributes are excitement factors that have the potential to delight students. The findings illustrate that there is a set of multiple attributes that professors need to possess for satisfying studentprofessor classroom service encounters. Student populations appear to show strong similarities in their preferences for characteristics of professors that lead to satisfaction and dissatisfaction outcomes. 3 Investigating the Influence of Professor Characteristics on Student Satisfaction and Dissatisfaction: A Comparative StudyIncreasingly, higher education is being regarded as a service industry and universities are beginning to focus more on meeting or even exceeding the needs of their students (Davis & Swanson 2001;DeShields, Kara, & Kaynak, 2005). As a consequence, the evaluation of students' satisfaction becomes all the more important to institutions that want to retain current and recruit new students (Helgesen & Nesset, 2007). Research indicates that the recruitment of students is several times more expensive than their retention (Joseph, Yakhou, & Stone, 2005) and so student retention becomes an important management task for universities which gives rise to increasing emphasis on student satisfaction with the learning experience (Lala and Priluck, 2011).. In this regard, Arambewela, Hall, and Zuhair (2006) regard student satisfaction as a key strategic variable in maintaining a competitive position, with long-term benefits arising from student loyalty, positive word-of-mouth and image of the higher education institution.Consequently, increasing levels of student satisfaction and decreasing sources of dissatisfaction would be beneficial to universities (Douglas, McClelland, & Davies, 2008). Finally, Appleton- Knapp and Krentler (2006) suggest that students' satisfaction with their educational experiences should be a desired outcome in addition to learning and knowing.Although higher education institutions are beginning to see themselves as part of the service industry, there is a debate on whether students are customers (Desai, Damewood, & R...

show abstract

Postgraduate International Students from Asia: Factors Influencing Satisfaction

Cited by 63 publications

References 25 publications

Understanding the characteristics of effective professors: the student's perspective

Understanding the characteristics of effective professors: the student's perspective

The value trade-off in higher education service: A qualitative intercultural approach to students’ perceptions

Investigating the Influence of Professor Characteristics on Student Satisfaction and Dissatisfaction

Contact Info

Product

Resources

About