Examining Perceptions of Service Quality of Student Services and Satisfaction Among International Students at Universities in Indiana and Michigan
type: CreativeWork
description: Problem Universities in the United States face financial constraints, intense competition for students, declining student enrollment, and constant student attrition. However, an increasing number of international students seek higher education abroad, especially in the U.S. Providing quality services to these international students might help institutions attract and retain more of them. Unfortunately, little empirical research has been done on international students’ perceptions of service quality, especially of non-academic services. This study fills that gap by using a modified SERVPERF questionnaire to investigate international students perceived service quality and satisfaction at eight universities in Indiana and Michigan. Method The purpose of the study was to examine perceptions of service quality of nonacademic services and satisfaction among international students at universities in Indiana and Michigan. The study also investigated the relationship between perceived service quality and satisfaction. This was an important area of research given the increased demand and competition of international students, their impact on regional and national economics, and their cross-cultural influence on social and national relations. This quantitative, descriptive, correlational research used an online survey to collect responses to a SERVPERF questionnaire and eight demographic variables. Multiple regression analysis was used to examine the relationship between perceived overall service quality and satisfaction. Descriptive statistics (means and standard deviations) were examined to ascertain ratings of service performance and satisfaction. A multivariate analysis of variance (MANOVA) was used to determine international students’ perceived service quality and satisfaction on the basis of the demographic variables gender, geographical region of origin, age, the level in the current degree program, duration of stay at the university, race/ethnicity, religion, and type …
abstract: Problem Universities in the United States face financial constraints, intense competition for students, declining student enrollment, and constant student attrition. However, an increasing number of international students seek higher education abroad, especially in the U.S. Providing quality services to these international students might help institutions attract and retain more of them. Unfortunately, little empirical research has been done on international students’ perceptions of service quality, especially of non-academic services. This study fills that gap by using a modified SERVPERF questionnaire to investigate international students perceived service quality and satisfaction at eight universities in Indiana and Michigan. Method The purpose of the study was to examine perceptions of service quality of nonacademic services and satisfaction among international students at universities in Indiana and Michigan. The study also investigated the relationship between perceived service quality and satisfaction. This was an important area of research given the increased demand and competition of international students, their impact on regional and national economics, and their cross-cultural influence on social and national relations. This quantitative, descriptive, correlational research used an online survey to collect responses to a SERVPERF questionnaire and eight demographic variables. Multiple regression analysis was used to examine the relationship between perceived overall service quality and satisfaction. Descriptive statistics (means and standard deviations) were examined to ascertain ratings of service performance and satisfaction. A multivariate analysis of variance (MANOVA) was used to determine international students’ perceived service quality and satisfaction on the basis of the demographic variables gender, geographical region of origin, age, the level in the current degree program, duration of stay at the university, race/ethnicity, religion, and type …
author: Ongo, Mordekai Ochieng
keywords: Universities, Service, Students, Indiana, Michigan, Higher Education
date published: 2019-01-01T08:00:00Z
date modified: 2026-07-24T00:53:24Z
provider: Andrews University
publisher: Networked Digital Library of Theses and Dissertations
type: WebPage
source organization: Andrews University