An empirical model of international student satisfaction

Abstract

Purpose: Based on the theoretical framework of expectancy‐disconfirmation paradigm, the purpose of this paper is to examine the differences in student perceptions of the level of satisfaction related to educational and non‐educational services among four groups of international postgraduate business students from China, India, Indonesia and Thailand undertaking study in Australia. Design/methodology/approach: The data used in this study were derived from a mail survey conducted among international postgraduate business students from Asia studying at five universities in the state of Victoria, Australia. A total of 573 usable responses were received. Analysis using structural equation modelling, multivariate analysis of variance (MANOVA) and analysis of variance (ANOVA) was undertaken. Findings: This study develops and tests a model of international postgraduate student satisfaction. Findings indicate that the importance of service quality factors related to both educational and non‐educational services varies among nationality groups and, therefore, has a differential impact on student satisfaction. Practical implications: The study provides insights into seven constructs related to educational and non‐educational services that are perceived as important by postgraduate business students from Asia in satisfaction formation. Universities should develop a diversified strategic marketing plan that incorporates the differential needs of international postgraduate business students according to the educational and non‐educational constructs developed in this paper. Originality/value: This study makes a contribution by filling a void in academic research in the area of satisfaction in relation to postgraduate international business students from four nationality groups in Asia.