Author: K. Asoka Gunaratne
Abstract: In this study, data was collected from 203 international students studying at tertiary institutions in New Zealand. It examined their perceptions and expectations on 36 items related to different aspects of service quality developed from focus group discussions held with 26 students. A factor analysis conducted on the students’ perceptions of institutions’ performance identified five underlying constructs related to overall service quality in tertiary education. The five factors identified were labelled (1) Academic personnel, (2) Evidence, (3) Image, (4) Freedom, and (5) Reputation. The relationships between the five identified factors and the students’ overall assessment of the business school’s service quality were established using a regression analysis. The beta scores for the five factors indicated that international students use “image” of an institution, the academic personnel and reputation as key determinants of the service quality offered by a tertiary institution.
