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
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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
The need for higher education has prompted many students to seek further studies in international colleges outside their countries and Australia has become an academic hub for international students who mostly come from developing nations in Asia and Africa. The students, once they secure a place in this schools, they are subjected to a new environment which comes with different challenges. International students in Australia have become an integral part of the society both social and economical. However the students face a myriad of challenges before fully adopting to the new learning culture. In
Every year there are around 435,000 international students enrolled in universities around the UK (UKCISA). Studying abroad for a lot of these students is a privilege, however it can be a stressful experience for various reasons. There are plenty of challenges, other than language barrier, that these students face, like major culture shock, homesickness, and financial difficulties.
Studying abroad, which has become a common phenomenon, can be a fun and meaningful experience. Many university students are interested in studying abroad because it gives them an opportunity to explore different cultures and broaden their horizons. As Mark Sherry, Peter Thomas and Wing Hong Chui argue in “International Students: a Vulnerable Student Population,” the goals that students pursue international study are often to acquire different ways of learning and to improve cross-cultural understanding, which helps them gain self-confidence as well as maturity (33). This experience turns out to be beneficial to those who study abroad. Nevertheless, when students are surrounded by a wholly new environment, many problems that hinder their
Australia has the third highest number of international students in the world. Australia has seven of the top 100 universities in the world. Australia has five of the 30 best cities in the world for students based on student mix, affordability, quality of life, and employer activity – all important elements for students when choosing the best study destination. It’s not surprising there are now more than 2.5 million former international students who have gone on to make a difference after studying in Australia. Some of these students are among the world’s finest
Whatever direction global higher education takes, one thing is clear: The growing number of internationally mobile students, intent on finding
The United States accommodates the largest pool of international students globally, with over one million students choosing to extend their education and life experience in the US. The number has grown since the 1950s and continues to grow due to the quality of teaching offered and the multi-cultured environment that allows for wholesome growth and unforgettable life experience. Additionally, the prospect of getting into the US labor market has made international students prefer the US as a study destination. The number of universities and colleges offering a broad range of courses has also grown thereby encouraging more
Australia, the U.S. and the U.K. have, in recent years, emerged as key players in the international student market. Australia has developed a strongly entrepreneurial approach to attracting the lucrative overseas student market, a key factor in is the potentially enormous profitability that ensues from Australia’s ability to attract “tens of thousands of students from several different countries” establishing a “diversified market with strong growth potential” (Verbik & Lasanowski, 2007, p.5). One reason for Australia’s success in the international student market is that it has a high numbers of students from India and China and these two countries are generally regarded as “the world’s two most prominent source countries” (Ibid). Australia has had success in supplying the enormous demand for higher education for international students from these countries and the numbers of Chinese and Indian students seeking higher education provision in Australia is expected to grow in the foreseeable future. There are several reasons why Australia has so much success in increasing international student numbers. These include effective marketing; English language; proximity to Asian countries; relatively affordable living and study costs and importantly, a quality education in terms of coursework and support for the needs of international students (Terrell, cited in Bartel & Petersen, 1999, pp. 73-75).
“In 2006 to 2007, according to the data compiled by the Institute of International Education, 582,984 students from all over the world were enrolled in American colleges and universities in a wide range of fields” (Carter, Paragraph 2, 2008). The United States has the highest number of students who are coming to study abroad than any other countries. Each year, the number of international students coming to the United States to obtain degrees is increasing by thousands, and home countries of these students are primarily India, China and Korea, all located in the whole different continent. But what are the motives of students who are crossing the sea to study? Their goal of studying abroad is to experience diversity and to adapt attitudes
It is generally believed that international students (henceforth IS) have difficulties adapting to the university community and the UK life. The aim of study is to investigate the factors Impeding the integration of the IS in the University of Bristol (henceforth UoB). To achieve this aim, a face-to-face Questionnaire including three sets of questions each part linked to one of those aspects: The English language proficiency, integration with British students (henceforth BS) and adaptation in the University life was tested on a sample of 50 IS.
Involvement is very necessary for the process to make international students experience more valuable, and it is
This essay discusses the journey of my previous educational experiences, lessons learned from the past and further reflections on how to approach future challenges and expectations of a university course. Altbach, P. G., Gumport, P. J. & Berdahl, R. O. (Eds.). (2011) explained that higher education always brings considerable challenges for new students in becoming knowledgeable and triumph over the barriers that may impact on learning. University course requires a student to be self-motivated, challenging, capable, concerned, active, energetic and vibrant. Maintaining the balance in learning and nourishing in university is the beginning of the journey of a new student in higher education.
2014 Graduate: Bachelor of Management In Event & Leisure Industries at University of Technology Sydney
Welch (2002) looks at the historical and economic background on globalisation and links this to the phenomenon of internationalisation of higher education. He summarises the works of authors including Sklair, Harvey and Giddens. He looks at the rationales that have been utilised to justify the internationalisation of HE, including Knights’ taxonomy of political, economic and academic rationales. Welch also examines international student flows, as well as the extent to which internationalisation impacts on Australian universities. He examines the growth of the international student
Geographic areas are the most promising feature that attracts foreign students to enrol in European countries, especially the UK. The figures represent that 48% of the students enrol from North America. With this figure, another important aspect is present that explains how America only enrols 22% of the international students and 48% of the local citizens of America prefer to study in other European countries. The internationalization of universities has helped in attracting more international students in the countries. The UK has a promising feature that explains that the students will have a higher
Service quality has become a main idea for student academic to study in many industries especially in hospitality industry. In Wilson et al (2008), service can be discussed in the terms of below four characteristics: