Measuring International Students' expectations and perceptions of education services in the UK higher education institutions using SERVQUAL (en Inglés)
Reseña del libro "Measuring International Students' expectations and perceptions of education services in the UK higher education institutions using SERVQUAL (en Inglés)"
International students have become an important primary source for universities in Western nations, particularly in major English speaking destination countries. Despite the publications on international student's satisfaction and perceived quality, little work has been done to clarify the conceptual basis of the service provided in Higher education institutions (HEIs) in the UK. HEIs, like any other business institution, needs to satisfy its clients in order to survive in their business and thus, students' opinions in educational institutions about all aspects of academic life are important in assessing feedback satisfaction and their feedback help in improving the education service quality. UK HEIs have seen a diversified international student base from China, Hong Kong, Saudi Arabia, Turkey, India, Malaysia, Thailand, Sri-Lanka, Nigeria and Spain. Given the diversity of languages and cultures, it cannot be assumed that international students have the same expectations or requirements. With this dramatic increase in the number of international students and impact of COVID 19, challenges experienced by educational institutions and lecturers are key role to measure the legitimate needs of those students, then satisfy or even exceed them, while not losing sight of the needs of the local students. Considering the expectations that international students have and the problems they face adjusting to a new country and learning environment, there is, therefore, a need to analyse international students' perspectives in the light of customer expectations of quality service, in which this book will consider.
