You are here

Home » Content

ULUSLARARASI ÖĞRENCİLERİN MÜŞTERİ MEMNUNİYETİ ÖLÇÜMÜ: ÜNİVERSİTE ÖĞRENCİLERİ ÜZERİNE KEŞİFSEL BİR OLAY ÇALIŞMASI

HOW TO MEASURE THE CUSTOMER SATISFACTION AMONG INTERNATIONAL STUDENTS? AN EXPLORATIVE CASE STUDY ON UNIVERSITY STUDENTS

Journal Name:

  • Niğde Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi

Publication Year:

  • 2015

Key Words:

Keywords (Original Language):

Author NameUniversity of AuthorFaculty of Author
Abstract (2. Language): 
The international education market is as highly competitive as it is quite big, dynamic, and responsive and even many countries around the world compete for it. Attracting international students in such a market largely depends on the level of their satisfaction and internationalization of university, one of the most important indicators of which is the number of students that it succeeds to recruit from the international education market. Hence, it is important to measure and know about how satisfied international students are and what factors affect their satisfaction for decision makers in universities. This study is an attempt to measure the satisfaction level of international students based on a conceptual model depended on literature review, which is then applied to measure the satisfaction level of internationals in Niğde University, which endeavors to get more international students. The model included a six group of variables, namely education quality, social life, economic conditions, facilities and services offered, students' expectations, and empathy for students, as the influential factors. The data was collected fro m the international students in Niğde University with face-to-face questionnaire method and some exploratory data analyses were performed on it. The paper presented the findings from the analyses of data and its relevant implications.
Bookmark/Search this post with
Abstract (Original Language): 
Uluslararası eğitim pazarı; büyük, dinamik ve duyarlı olduğu kadar aynı zamanda son derece rekabetçi bir yapıya sahiptir ve dünyada birçok büyük devletin rekabete dahil olduğu bir pazardır. Böyle bir pazarda öğrenci çekmek, büyük oranda üniversitenin uluslararasılaşmasına -ki bunun en önemli göstergelerinden biri, üniversitenin uluslararası pazarlardan çekebildiği öğrenci sayısıdır- ve öğrenci memnuniyetine bağlıdır. Bu nedenle, öğrencilerin memnuniyet düzeyinin ölçülmesi ve bunu etkileyen faktörlerin bilinmesi, üniversite karar vericileri için önemlidir. Bu çalışma, literature incelemesine dayalı olarak geliştilen kavramsal bir modele bağlı olarak uluslararası öğrencilerin memnuniyetini ölçmeye yönelik bir girişim olup, geliştirilen model ile (daha fazla uluslararası öğrenci çekmeye çalışan) Niğde Üniversitesi'ndeki uluslararası öğrencilerin memnuniyeti ölçme yönünde bir çabayı içermektedir. Model, (eğitim kalitesi, sosyal yaşam, ekonomik şartlar, üniversitenin imkanları ve sunduğu hizmetler, öğrencilerin beklentileri ve öğrencilere yönelik empati'yi içeren altı grup değişkeni (ve bunlara ilişkin alt dağişkenleri) içermektedir. Çalışmanın verileri, modele dayalı olarak geliştirilen bir anket uygulamasının Niğde Üniversitesi'ndeki uluslararası öğrencilere uygulanması ile toplanmış ve temel keşifsel veri analizi ile analiz edilmiştir. Çalışma, ilgili keşifsel analizin bulgularını ve elde edilen sonuçları içermektedir.
FULL TEXT (PDF): 
PDF icon arastirmax-uluslararasi-ogrencilerin-musteri-memnuniyeti-olcumu-universite-ogrencileri-uzerine-kesifsel-bir-olay-calismasi.pdf
  • 2
41
59
  • Turkish

JEL Codes:

REFERENCES

References: 

ACE (2009). Sizing Up the Competition: The Future of International Postsecondary Student
Enrollment in the United States. American Council on Education, September.
https ://globalhighered.files.wordpress.com/2009/10/sizingupthecompetition_september09.p
df, Accessed: 13/04/2015. Aldemir, C. & Gülcan, Y. (2004). Student Satisfaction in Higher Education: a Turkish Case.
Higher Education Management and Policy, 16(2), 109-122.
Aldridge, S., & Rowley, J. (1998). Measuring Customer Satisfaction in Higher Education. Quality Assurance in Education, 6 (4), 197-204.
Anderson, R. (1973). Consumer dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance. Journal of Marketing Research, 10(2), 38-44.
Arambewela, R., & Hall, J. (2008). A Model of Student Satisfaction: International Postgraduate Students from Asia. European Advances in Consumer Research, 8, 129.
Arambewela, R., & Hall, J. (2009). An Empirical Model of International Student Satisfaction. Asia Pacific Journal of Marketing and Logistics, 21 (4), 555-569.
Arkoudis, S. (2005). Teaching International Students: Strategies to Enhance Learning. Centre for the Study of Higher Education. The University of Melbourne.
Athiyaman, A. (1997). Linking Student Satisfaction and Service Quality Perceptions: The Case of University Education. European Journal of Marketing, 31(7), 528-540.
56
Avram, E. M. (2011). Student Satisfaction in Higher Education and Empathy in Relationship with Them. Holistic Marketing Management Journal, 1(1), 61-64. http://holisticmarketingmanagement.ro/RePEc/hmm/v1i1/1/12.pdf. Accessed: 25/4/2015.
Bâcilâ, M.
F.
, Pop, M. C., Scridon, M. A., and Ciornea, R. (2014). Development of an Instrument for Measuring Student Satisfaction in Business Educational Institutions. Contemporary Priorities in Business Education, XVI(37), 841-856
Beine, M., Noel, R., & Ragot, L. (2013). The Determinants of International Mobility of Students. Working Paper No: 2013-30 September, CEPII - Centre D'etudes Prospectives Et D' Informations Internationales.
Cronin, Joseph Jr. & Taylor, Steven A. (1992). Measuring Service Quality: A Reexamination and Extension, Journal of Marketing, 56(3), 55-68.
Drucker, P. (1997). Still the Youngest Mind, Forbes, March 10, 1997.
Duque, L. C., and Lado, N. (2010). Cross-cultural Comparisons of Consumer Satisfaction Ratings: A Perspective from Albert Hirschman's Theory. International Marketing Review, 27(6),
676-693.
Gill, A., Tibrewala, R., Poczter, A., Biger, N., Mand, H. S., Sharma, S. P., & Dhande, K. S. (2010). Effects of Transformational Leadership on Student Educational Satisfaction and Student Stress. The Open Education Journal, 3.
Grant, G.B., & Anderson, G. (2002). Customer Relationship Management: A Vision for Higher Education. Book Chapter 3, in Web Portals and Higher Education Technologies to Make IT Personal (Eds: Richard N. Katz and Associates). Publisher: Jossey-Bass Inc. Publication of Educause and Nacubo. https://net.educause.edu/ir/library/pdf/pub5006f.pdf. Accessed:
25/4/2015
Guhr, D. & Furtado, N. (2014). Understanding Imbalances in International Student Mobility, University World News, Issue 305, 31 January,
http://www.universityworldnews.com/article.php?story=20140130155355392, Accessed:
12/04/2015
Hanaysha, J. R. M., Hilman Abdullah, H., & Warokka, A. (2011). Service Quality and Students' Satisfaction at Higher Learning Institutions: The Competing Dimensions of Malaysian Universities' Competitiveness. IBIMA Publishing Journal of Southeast Asian Research.
Hawaii Global Links (2013). A Study on the International Student Markets. http://invest.hawaii.gov/wp-content/uploads/2013/04/A-Study-on-the-Inter...
Student-Market.pdf. Accessed: 12/04/2015
HM Government (2013). International Education - Global Growth and Prosperity: An Accompanying Analytical Narrative, July 2013. Department for Business Innovation and Skills. www.gov.uk/bis. Accessed: 12/04/2015
Humphries, J., & Knight-Grofe, J. (2009). Canada First; The 2009 Survey of International
Students. CBIE.
Hürriyet
Dail
y (2014, 17 March). Online Version.
http://www.hurriyet.com.tr/egitim/26025669.asp, Accessed: 21/4/2015 ICEF Monitor (2014, 23 February). Summing up International Student Mobility in 2014.
http://monitor.icef.com/2014/02/summing-up-international-student-mobilit....
Accessed: 12/04/2015
IIE (2013). The Open Doors Report on International Educational Exchange. Institute of International Education. http://www.iie.org/en/Research-and-Publications/Open-Doors/Data. Accessed: 12/04/2015
Jurkowitsch, S., Vignali, C. & Kaufmann, H.R. (2006). A Student Satisfaction Model for Austrian Higher Education Providers Considering Aspects of Marketing Communications. Innovative Marketing, 2(3).
57
Kashan, A. (2012). Measuring Student Satisfaction of Master Level Students; Evidence from University of Sargodha, Pakistan. School of Doctoral Studies (European Union) Journal,
216-222.
Kegel, K. (2009). Homesickness in International College Students. Compelling Counseling Interventions, 67-76.
Khodayari, F. & Khodayari, B. (2011). Service Quality in Higher Education, Case study: Measuring Service Quality of Islamic Azad University, Firoozkooh Branch. Interdisciplinary Journal of Research in Business, 1(9), 38- 46.
Kotler, P. & Fox K. (2002). Strategic Marketing for Educational Institutions. Chapter 1.Upper Saddle River, New Yersey: Prentice-Hall.
Lim, Y. M., Yap, C. S. & Lee, T. H. (2011). Destination Choice, Service Quality, Satisfaction, and Consumerism: International Students in Malaysian Institutions of Higher Education. African Journal of Business Management, 5(5), 1691-1702.
Lim, Y. M., Yap, C. S. & Lee, T. H. (2011). Destination Choice, Service Quality, Satisfaction, and Consumerism: International Students in Malaysian Institutions of Higher Education. African Journal of Business Management, 5 (5), 1691-1702.
Maslen, Geoff (2014). Mass Movement of the World's Students. University World News, Issue 305, 31 January,
http://www.universityworldnews.com/article.php?story=20140129200018337. Accessed:
12/04/2015
Mazzarol, T. & Soutar, G. N., (2002). The Push-Pull Factors Influencing International Student Selection of Education Destination. International Journal of Educational Management,
16(2), 82-90.
Munawar Khan, M., Ahmed, I., & Musarrat Nawaz, M. (2011). Student's Perspective of Service Quality in Higher Learning Institutions; An Evidence Based Approach. International Journal of Business and Social Science, 2(11).
NAFSA (2003). In America's Interest: Welcoming International Students - The Report of the Strategic Task Force on International Student Access. Association of International Educators, January 2003.
https://www.nafsa.org/uploadedFiles/NAFSA_Home/Resource_Library_Assets/P... icy/in_america_s_interest.pdf. Accessed: 13/04/2015.
Oliver, Richard L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17 (September), 46-49.
Pozo-Munoz, C., Rebolloso-Racheo, E. & Fernandoz-Ramirez, N. (2000). The 'ideal teacher': Implications for Student Evaluation of Teacher Effectiveness. Assessment and Evaluation in Higher Education, 25(3), 253-263.
Rasli, A., Danjuma, I., Yew, L. K. & Igbal, M. J. (2011). Service Quality, Customer Satisfaction in Technology-based Universities. African Journal of Business Management, 5(15), 6541¬6553.
RKA Inc. (2012). Economic Impact of International Education in Canada - An Update: Final Report. Roslyn Kunin & Associates, Inc. (RKA, Inc.), May 2012, http://www.international.gc.ca/education/assets/pdfs/economic_impact_en.pdf. Accessed:
12/04/2015
Sahin, I., & Shelley, M. (2008). Considering Students' Perceptions: The Distance Education Student Satisfaction Model. Educational Technology & Society, 11(3), 216-223.
Teerawut, T. (2011). Undergraduate Student's Satisfaction toward the New Education System in Thailand. International Journal of Social and Science and Humanity Studies,3(2).
UNESCO (2013). The International Mobility of Students in Asia and the Pacific. The United Nations Educational, Scientific and Cultural Organization. ISBN 978-92-9223-459-1.
http://www.uis.unesco.org/Library/Documents/international-student-mobili.... Accessed: 12/05/2013
58
Wilkins, S., & Balakrishnan, M. S. (2013). Assessing Student Satisfaction in Transnational Higher Education. International Journal of Educational Management, 27(2), 143-156.

Thank you for copying data from http://www.arastirmax.com