Postgraduate international students from Asia: Factors influencing satisfaction

Journal of Marketing for Higher Education

Volumn 15, Issue 2, 2006, Pages 105-127

  Arambewela, Rodney ^a   Hall, John ^b   Zuhair, Segu ^c  

^a DEAKIN UNIVERSITY   (Australia)

^b DEAKIN UNIVERSITY   (Australia)

^c VICTORIA UNIVERSITY   (Australia)

Author keywords

Customer satisfaction; Customer value; International education; Service quality

Indexed keywords

EID: 33745589781     PISSN: 08841241     EISSN: 15407144     Source Type: Journal    
DOI: 10.1300/J050v15n02_05     Document Type: Article

References (61)

1. Allen, J. and Davis, D. (1991). Searching for excellence in marketing education: The relationship between service quality and three outcome variables. Journal of Marketing Education, Spring, 47-55.
2. Anderson, Eugene W., Fornell, C., and Lehmann, D. R. (1994). Customer Satisfaction, Market Share, and Profitability: Findings from Sweden. Journal of Marketing. 58(3), 53-67.
3. Athiyaman, A. (2000). Graduates' perception about business education: An exploratory research, Journal of Further and Higher Education, 25(1), pp. 5-19.
4. Australian Education International (AEI) (2000). Overseas Student Statistics 1999: Summary of Key Points, News Release, DETYA.
5. Baker, J., Grewal, D., and Parasuraman, A. (1994). The influence of store environment on quality inferences an store image, Journal of the Academy of Marketing Science, 22 (4), pp. 328-339.
6. Bearden, W. O., and Netemeyer, R. G. (1999). Handbook of Marketing Scales: Multi-item Measures for Marketing and Consumer Behaviour Research, Second Edition, SAGE Publications Inc.
7. Bitner, M. J., Booms, B. M., and Teteault, M. I. (1990). The service encounter: Diagnosing favourable and unfavourable incidents, Journal of Marketing 54(1), 71-84).
8. Bitner, M. J. (1980). Evaluating Service encounters: The effects of physical surroundings and employee responses. Journal of Marketing, April, 69-82.
9. Bohm, A., Davis, D., Meares, D., and Pearce (2002). Global Student Mobility: Forecasting of the Global Demand for International Higher Education, IDP Australia.
10. Bolton, R. N., and James, H. D. (1999). A Multistage Model of Customers' Assessment of Service Quality and Value. Journal of Consumer Research. 17(March), 375-84.
11. Brightman, H. J., Elliot, M., and Bhada, Y. (1993). Increasing the effectiveness of student evaluation of instructor data through a factor score comparative report. Decision Sciences, 24, 192-199.
12. Brown, S. W., and Swartz, T. A. (1989). A gap analysis of professional service quality. Journal of Marketing, 53 (April), pp. 92-98.
13. Burke, B. (1986). Experiences of overseas undergraduate students, Bulletin No 18: University of New South Wales.
14. Cannon, J. P., and Sheth, J. N. (1994). Developing a curriculum to enhance teaching of relationship marketing, Journal of Marketing Education, Summer, 3-14.
15. Churchill, G. A., and Iacobucci, D. (2002). Marketing Research Methodological Foundations, Eighth Edition, Harcourt College Publishers.
16. Davis, D., and Allen, J. W. (1990). The use of recipient-based measures of service quality in business education, Journal of Education for Business, 65, pp. 280-285.
17. Department of Education, Science, and Training, www.dest.gov.au/ at_a_glance.htm, accessed 19 May, 2003.
18. DEST (2003). Budget Information 2003: At a glance, Bulletin, 13 May, Commonwealth.
19. DETYA (2000). Trends in the First Year Experience. Available from http://www.detya.gov.au/highered/eippubs/eip00_6, accessed 25 July 2003.
20. DETYA (1999). Evaluation and Validation of the Trial Postgraduate Research Experience Questionnaires. 99(10), Australian Council for Education Research, Canberra.
21. Finn, D. W., and Lamb, C. W. (1986). Hospital benefit segmentation, Journal of Health Care Marketing, 6 (4), pp. 26-33.
22. Geall, V. (2000). The Expectations and Experience of First-Year Students at City University of Hong Kong. Quality in Higher Education. 6(1), 77-89.
23. Guolla, M. (1999). Assessing the teaching quality to student satisfaction relationship: Applied Customer satisfaction research in the classroom. Journal of Marketing Theory and Practice, 7(3), 87-97.
24. Hair, J. F., Anderson, R. E., Tatham, R. L., and Black, W. C. (1995). Multivariate Data Analysis, Fourth Edition, Prentice Hall International Inc.
25. Halstead, D., Hartman, D., and Schmidt, S. (1994). Multi-source Effects on the Satisfaction Formation Process. Journal of the Academy of Marketing Science. 22 (2), 114-129.
26. Hampton, G. M. (1993). Gap analysis of college students' satisfaction as a measure of professional service quality, Journal of Professional Services Marketing, 9 (1), 37-45.
27. Harvey, L., Plimmer, L., Moon, S., and Geall, V. (1997). Student Satisfaction Manual (Buckingham, Open University Press).
28. Harvis, B., and Voyer, P. A. (2000). Word of Mouth processes within a services purchase decision context. Journal of Service Research. 3(2), 166-177.
29. Hausler, T., Sharma, R., and Sivagnanam (1995). Australian university experiences of fee-paying overseas students. Unpublished working paper. Melbourne: Swinburne University of Technology.
30. Havarnek, J. E., and Brodwin, M. G. (1998). Restructuring Universities and Colleges: The Student-Focused Paradigm. Education 119 (1), 115-121.
31. Herbib, P., Milewicz, J, and Golden, J. (1994). A model of reputation building and destruction, Journal of Business Research, 31, 23-31.
32. Institute of International Education (IIE) (2003). Open Doors Statistical Abstracts, IIE Network, http://opendoors.iienetwork.org. Accessed 19 February, 2004.
33. Jones, S. I. (1993). Consumers' perceptions of sacrifice, service quality, and value in the health care industry, PhD Thesis, Texas A&M University.
34. Jones, P.W. (1989). Overseas Students in Australia: A Profile in Overseas Students in Australia Policy and Practice, Ed Williams, B. Canberra: International Development Program of Australian Universities and Colleges Limited.
35. Kwan, P.Y.K., and Ng, P.W.K. (1999). Quality indicators in higher education - Comparing Hong Kong and China's students, Managerial Auditing Journal, Bradford, Vol.14, Issue 1/2, pp. 20-27.
36. Malhotra, N. K., Hall. J., Shaw, M., and Oppenheim, P. (2002). Marketing Research: An Applied Orientation., Second Edition, Pearson Education Australia.
37. Marshall, C and Rossman, G. (1995). Designing Qualitative Research, 2nd ed. Sage, Thousand Oaks.
38. Mazzarol, T., and Hosie, P. (1999). Australia and New Zealand: Rivals or allies?: Strategic marketing issues in international education. Proceedings of the HERDSA Annual International Conference, Melbourne.
39. Nelson, Brendan (2002). Education review positions Australia for the future, Media release, Minister for Education, Science and Training, 22 May, 2002.
40. Oliver, O. L. (1996). Satisfaction, first edition. New York: Irwin McGraw-Hill.
41. Parasuraman, A., Leonard, B., and Zeithaml, V. (1994). Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research. Journal of Marketing. 49 (Fall), 111-124.
42. Parasuraman, A., Leonard, B., and Zeithaml, V. (1991). Understanding Customer Expectations of Service. Sloan Management Review, 32 (3), pp. 420-50.
43. Parasuraman, A., Leonard, B., and Zeithaml, V. (1988). SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality, Journal of Marketing, 64 (1), pp. 12-40.
44. Parasuraman, A., Leonard, B., and Zeithaml, V. (1985). A conceptual Model of Service Quality and its implications for Future Research. Journal of Marketing. 59 (Fall), 41-50.
45. Parasuraman, A., Leonard, B., and Zeithaml, V. (1981). Measurement and Evaluation of Satisfaction Process in Retail Setting, Journal of Retailing, 57 (fall), pp. 25-48.
46. Park, J., and Jiho, C. (1998). Potential Moderators for Comparison Standards in Consumer Satisfaction Formation: Some Exploratory Findings. Advances in Consumer Research, 25, 124-131.
47. Shetty, Y. K. (1988). Product quality and competitive strategy, Business Horizons, Spring, 34-38.
48. Spreng, R., Mackenzie, S., and Olshavsky, R. (1996). A Re-examination of the Determinants of Consumer Satisfaction, Journal of Marketing, 60 (July), 15-32.
49. Swartz, T. A., and Brown, S. W. (1989). Consumer and provider expectations and experiences in evaluating professional service quality. Journal of the Academy of Marketing Science, 17 Spring, 185-95.
50. Tashakkori, A. and Teddlie, C. (1989). Mixed Methodology: Combining Qualitative and Quantitative Approaches, Sage, Thousand Oaks.
51. Tomovick, C. J., Sheila, I., Al-Khativ, Jamal, and Baradwaj, B. (1996). An assessment of the service quality provided to foreign students at U.S. business schools, Journal of Education for Business. Washington, 71, 130-138.
52. Townley, P. (2001).The construction of a model of qualitative evaluation to support the development of the policy and practice of raising student satisfaction in an institution in the higher education sector, Proceedings of the Higher Education Close Up Conference 2, Lancaster: Lancaster University, 16-18 July.
53. Tse, D. K. N., Franco M., and Wilton, P. C. (1990). Consumer Satisfaction as a process. Psychology and Marketing, 7(Fall), 177-93.
54. Ueltschy, L. C., and Krampf., R. F. (2001). Cultural sensitivity to satisfaction and service quality Measures. Journal of Marketing Theory and Practice. 9 (3), 14-31.
55. UNESCO. (2001). World Education Report, UN Economic and Social Cooperation, Paris, Available: www.unesco.org.
56. Yau, O. H. M. (1994). Consumer behaviour in China: Customer satisfaction and cultural values, Routledge, London.
57. Wakefield, K. L., and Blodgett, J. G. (1996). The importance of servicescapes in leisure service settings, Journal of Services Marketing, 8 (3), 66-76.
58. Westbrook, R. A. (1980). Intrapersonal Affective Influences upon Consumer Satisfaction with Products, Journal of Consumer Research, 7 (June), 49-54.
59. Westbrook, R. A., and Newman W. (1978). An Analysis of Shopper dissatisfaction for Major Household Appliances, Journal of Marketing Research, 15, 456-466.
60. Yuksel, A., and Rimmington, M. (1998). Customer-Satisfaction Measurement, Cornell Hotel and Restaurant Administration Quarterly, Dec, 60-66.
61. Yi, Y. (1990). The Determinants of Consumer Satisfaction: The moderating Role of Ambiguity. Advances in Consumer Research. 20, 502-506.