PERCEPTIONS OF INTERNATIONAL STUDENTS ON SERVICE QUALITY DELIVERY
DOI:
https://doi.org/10.26740/jp.v9n2.p158-164Keywords:
International students, Perceptions, Service qualityAbstract
This study aims to explore international students' perceptions on the service quality delivery at Universitas Hasanuddin. The method used is a qualitative approach with in-depth interview techniques. Data was collected through interviews with the international students under the KNB scholarships, who were studying Indonesian language through BIPA program at Unhas. Interviews were conducted using a semi-structured interview guide which allowed researchers to explore participants' experiences and views in more depth. The findings of the study show that international students have varying perceptions of the quality of service they receive, with the majority assessing aspects of academic services, administration and campus facilities as quite adequate. However, there are several challenges related to communication, cultural understanding, and support in social and academic adaptation. This research recommends improving coordination between various parties at universities to improve services and better meet the needs of international students. It is hoped that these findings can become a reference for university administrators in designing policies that are more responsive to the needs of international students.
References
Ali, A. R., & Mollah, M. (2020). Satisfaction of international students with academic and non-academic services in Malaysian universities. Journal of Education and Human Development, 9(1), 11-25.
Amin, M., & Ahsan, N. (2019). A study on the perception of service quality among international students at a Bangladeshi university. International Journal of Higher Education, 8(5), 30-42.
Aziz, Z., & Sharif, S. (2021). Understanding international students’ expectations of service quality in Indonesia. Asia Pacific Journal of Education, 41(3), 319-334.
Batra, D., & Gupta, S. (2022). The impact of service quality on international students' satisfaction in Indian universities. Global Journal of Management and Business Research, 22(3), 134-145.
Emynorane, R.H., Huda, M., Degeng, N. S., Supriyanto, A., & Citriadin, Y. (2024). Challenges and Supports for Enhancing Teacher Professionalism in Private High Schools of Malang: A Qualitative Study. Al-Ishlah Jurnal Pendidikan, 16(2), 1606-1615. https://doi.org/10.35445/alishlah.v16i2.5215
Faruk, S. (2022). The influence of service quality on international students’ satisfaction: A case study in Turkish universities. Studies in Higher Education, 47(3), 512-530.
Haque, M. M., & Sultana, N. (2020). Perceptions of international students on the quality of services at a public university in Bangladesh. Studies in Higher Education, 45(8), 1681-1694.
Iaoli, B., Septianti, E., & Lase, A. (2023). The Role of Teachers in Dealing with Student Behavior Regarding School Rules Violations. Jurnal Pendidikan: Teori dan Praktik, 8(2), 172-183. https://doi.org/10.26740/jp.v8n2.p172-183
Kaur, A., & Bhatti, S. H. (2021). International students’ satisfaction with service quality in Malaysian higher education: An exploratory study. Journal of International Education in Business, 14(3), 209-222.
Kirk, P., & Imran, S. (2019). International students’ satisfaction and service quality in higher education institutions in Europe. Journal of International Student Affairs, 18(2), 215-229.
Liu, L., & Gao, W. (2020). Perceptions of international students about the quality of academic and non-academic services in China. Higher Education, 79(4), 687-704.
Mendoza, E. P., & Serna, R. G. (2022). Service quality and satisfaction among international students in the Philippines: A longitudinal study. International Journal of Hospitality & Tourism Administration, 23(2), 110-125.
Murphy, P., & Harper, D. (2021). Exploring the role of service quality in the satisfaction of international students: A study in the UK. Journal of International and Comparative Education, 10(1), 45-61.
Nusair, K., & Wang, K. (2019). International students’ perceptions of service quality: A study in U.S. universities. International Journal of Hospitality Management, 85, 102-114.
Pang, J., & Chan, W. (2019). Examining the quality of student services: A case study of international students in Australian universities. Journal of Higher Education Policy and Management, 41(1), 57-72.
Patel, M., & Sharma, K. (2020). International students’ perceptions of service quality in Indian higher education institutions. Journal of Education and Work, 33(1), 79-92.
Rahman, M. A., & Ali, A. (2020). Exploring international students’ expectations and satisfaction in higher education institutions: Evidence from Bangladesh. Higher Education Research & Development, 39(5), 973-986.
Sharma, P., & Gupta, A. (2021). Service quality in universities: An exploration of international students' expectations. International Journal of Services and Operations Management, 39(2), 181-198.
Smith, M., & Lee, J. (2019). International students’ perceptions of service quality in higher education: An exploratory study. International Journal of Educational Management, 33(4), 824-840. doi:10.1108/IJEM-02-2019-0056.
Tran, L. T., & Nguyen, H. T. (2020). Service quality and student satisfaction: A study of international students in Vietnam. Journal of International Students, 10(3), 718-735.
Wong, M. F., & Lee, C. K. (2018). International students’ experiences with service quality: Evidence from a Malaysian university. International Journal of Educational Management, 32(2), 206-221.
Zainudin, N., & Nor, S. M. (2021). Understanding service quality and satisfaction of international students in Malaysia. Journal of International Students, 11(1), 63-80.
Downloads
Published
How to Cite
Issue
Section
License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Abstract views: 17
,
PDF Downloads: 6
.png)
1.png)
