The influence of explicit and implicit service promises on Chinese students’ expectations of overseas universities

Prugsamatz, Sunita; Ofstad, Lars

doi:10.1108/13555850610658273

Cited by 33 publications

(23 citation statements)

References 47 publications

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“…Using systematic sampling design, questionnaires were distributed to students in their respective classes as they waited for their lecture or at the end of the lecturer. This is in line with other studies such as Prugsamatz, Pentecost and Ofstad (2006) who distributed questionnaires to students at the end of lecture; and Pariseau and McDaniel (1997) who used the first few minutes of class and got 100% response rate; and Gamage et al (2008) who distributed and collected questionnaires during the particular lecture session. A pre-testing of the questionnaire was done with approximately 30 students of an urban private university.…”

Section: Research Design and Methodologysupporting

confidence: 88%

Comparative Analysis of Business Students’ Perceptions of Service Quality Offered in Kenyan Universities

Kimani

Kagira

Kendi

2011

IJBA

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The purpose of this study was to ascertain business students' perception of quality of service provided by public and private universities in Kenya. As a comparative study, it aimed at understanding how various factors or dimensions of service quality affected their perception within a university setting. The comparison was between two public and two private universities located in rural and urban settings in Kenya. A survey design of cross sectional nature was used to assess business students' perception of service quality. A 7-point likert scale questionnaire was used. It contained 73 statements about university administration, lecture halls, students' cafeteria, library, residential halls, switch board, student support, academic staff, general institution and students' welfare. The questionnaire also contained statements about overall quality of the institution, students' feelings about the institution and their future visits in addition to the background data of the respondents. A total of 424 questionnaires were used for analysis.Findings indicated that most university students were positive about the quality of service they received in their respective universities with overall mean scores above average. The important dimensions or factors that determined service quality in Kenya universities were administrative quality, academic quality, programs quality, student support, and availability of resources.The comparative analysis indicated that the Rural Private university perception was most positive leading with an average score of 5.25, followed by Urban Public university (4.42), Urban Private university (4.22) and Rural Public university (4.07) in that order on a scale of 7.0. One of the limitations of this study was in the sample whereby the study measured only business students' perceptions and left out all the other students taking other degree programmes. This limits the generalization of the findings across universities. The managerial implication is that measuring students perceptions of service quality enables a university to prioritize important factors identified as important by the students for effective allocation of resources. Comparing perceptions across the universities is critical for benchmarking and collaborative accreditations.

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Section: Research Design and Methodologysupporting

confidence: 88%

Comparative Analysis of Business Students’ Perceptions of Service Quality Offered in Kenyan Universities

Kimani

Kagira

Kendi

2011

IJBA

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“…The former provides the motivation, whilst the latter is manifested negatively as either defection (or attrition) and/or proclivity to complain; and positively as either retention, and/or willingness to recommend. From a wider perspective, therefore, and considering postgraduate/postexperience programmes too -word-of-mouth is now considered key for marketing and sales (Bruce and Edgington, 2008;Prugsamatz and Pentecost and Ofstad, 2006;Patti and Chen, 2009). …”

Section: Marketing Through Experiencementioning

confidence: 99%

Making sense of higher education: students as consumers and the value of the university experience

Woodall

Hiller

Resnick

2012

Studies in Higher Education

263

188

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Abstract/Summary:In the global university sector competitive funding models are progressively becoming the norm, and institutions/courses are frequently now subject to the same kind of consumerist pressures typical of a highly marketised environment. In the United Kingdom, for example, students are increasingly demonstrating customer-like behaviour and are now demanding even more 'value' from institutions. Value, though, is a slippery concept and has proven problematic both in terms of its conceptualisation and measurement. This article explores the relationship between student value and higher education and, via study in one United Kingdom business school, suggests how this might be better understood and operationalised.Adopting a combined qualitative/quantitative approach, this article also looks to identify which of the key value drivers has most practical meaning and, coincidentally, identifies a value-related difference between home and international students.

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“…There has been a body of literature already considering this factor (Liu, 2015;Prugsamatz, Pentecost, & Ofstad, 2006;Yang, 2007). This research provides updated information on it with data from a new generation of Chinese international students.…”

Section: Influence From Parents Relatives Education Agents or Friendsmentioning

confidence: 99%

How Do Students Make Decisions About Overseas Higher Education? A Case Study of Chinese International Students at a Regional Australian University

Kember

2018

Structuring the Thesis

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The following publications are associated with this Ph.D. research project based on data collected from the study or literature reviewed relating to the research topic. I am the principal author of all these publications. Wu, Q., & Kember, D. (2018). How do students make decisions about overseas higher education? A case study of Chinese international students at a regional Australian university. In D. Kember & M. Corbett (Eds.), Structuring the thesis: Matching method, paradigm, theories and findings (pp. 65-76). Singapore: Springer.

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The influence of explicit and implicit service promises on Chinese students’ expectations of overseas universities

Cited by 33 publications

References 47 publications

Comparative Analysis of Business Students’ Perceptions of Service Quality Offered in Kenyan Universities

Comparative Analysis of Business Students’ Perceptions of Service Quality Offered in Kenyan Universities

Making sense of higher education: students as consumers and the value of the university experience

How Do Students Make Decisions About Overseas Higher Education? A Case Study of Chinese International Students at a Regional Australian University

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