Managing expectations of international and kiwi students: A challenge for beyond 2003!
Sherry, Carol; Bhat, Ravi; Beaver, Bob; Ling, Anthony
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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.
Permanent link to Research Bank record:http://hdl.handle.net/10652/1936
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.