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Overseas Education: Opportunities, Experience and Quality

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Vol. 6, No. 2. ISSN: 1473-8376 www.heacademy.ac.uk/hlst/resources/johlste

ACADEMIC PAPER

Service Quality in Higher Education: The Experience of Overseas Students
Maria Pereda (deceased) David Airey (d.airey@surrey.ac.uk) and Marion Bennett (m.bennett@surrey.ac.uk) Faculty of Management and Law, University of Surrey, Guildford GU2 7XH ©Journal of Hospitality, Leisure, Sport and Tourism Education

Abstract
The higher education of students has become increasingly internationalised, with an evergrowing proportion of students originating from overseas. However, research to date suggests that overseas students are often less satisfied with their courses than other students. Consequently, there is a burgeoning need for universities to …show more content…

Barron (2005: 355) has pointed to the extent to which most universities have designated international departments responsible for marketing and recruitment, but goes on to highlight the need to ensure that such students are properly supported after arrival, providing evidence to suggest that this does not always happen, leading to frustration and disappointment. A recent report by the Higher Education Policy Institute (Bekhradnia et al., 2006) confirms this, suggesting that non-EU overseas respondents were considerably less satisfied than others with the value for money received on their course. Against this background, it is clearly important for universities to understand what students value in their university experience, including those from overseas. It has been common practice for many years for higher education institutions to provide opportunities for students to evaluate their learning and teaching experience, typically in the form of end-of-semester or end-of-course evaluations. Many institutions also gain feedback from students about services such as the library or computing. A recent addition to these information sources in the UK has been the National Student Survey (NSS), which focuses on learning and teaching experiences. However, surveys of the overall experience or overall quality have been more rare

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