Managing expectations of international and kiwi students: A challenge for beyond 2003!
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Authors
Sherry, Carol
Bhat, Ravi
Beaver, Bob
Ling, Anthony
Bhat, Ravi
Beaver, Bob
Ling, Anthony
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Date
2003
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Conference Contribution - Oral Presentation
Ngā Upoko Tukutuku (Māori subject headings)
Keyword
needs
expectations
international students
student expectations
expectations
international students
student expectations
ANZSRC Field of Research Code (2020)
Citation
Sherry, C., Bhat, R., Beaver, B., & Ling, A. (2003, July). Managing expectations of international and kiwi students: A challenge for beyond 2003! Paper presented at the 26th HERDSA Annual Conference, Christchurch.
Abstract
This study assesses students perceptions of services experienced at UNITEC, Auckland New Zealand. The questionnaire used in the survey at UNITEC was based on the SERVQUAL scale that contains 20 service attributes, grouped together into five dimensions, Tangibles, Reliability, Responsiveness, Assurance and Empathy. The study found a significant difference between students expectations of what an "Excellent tertiary institution" should offer in the way of services and the students perceptions of the services being offered at UNITEC. A significant difference was also found between the perceptions of local students and international students in all five dimensions with the international students perceptions of services being lower than the local students.
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