An Analysis of The Banking Experience of International Students in Invercargill, New Zealand

Abstract

This research examines the banking experiences of Southern Institute of Technology (SIT) international ākonga (students) in Invercargill, New Zealand. The research question that emerged was what kind of banking experience and quality of service did ākonga internationals receive when they opened their first account in Invercargill. This research also adheres to the research philosophy of pragmatism. A mixed-method approach using a survey based on the SERVQUAL model collected data from 103 questionnaires and interviews with six participants. Based on the research findings, international students were pleased with the banking services they received when they opened their accounts in Invercargill. Nonetheless, a few areas could improve, such as providing more helpful information and more customer-oriented service from bank staff during their interactions. Banks in Invercargill have provided good service quality to international students through aspects of reliability, assurance and tangibles but need to improve further in empathy and responsiveness. These things are aspects that may be different from other research studies. The main findings of this research can be used as recommendations for banks to improve service quality and ensure high customer satisfaction, which is very important for their business growth. Meanwhile, future researchers can more widely research customers' banking experiences to find differences in the quality of service obtained in the banking industry and other service industries.