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dc.contributor.authorVeerasamy, Dayaneethie-
dc.contributor.authorNoel, Dion Trevor-
dc.contributor.authorGovender, Jeevarathnam Parthasarathy-
dc.identifier.citationGovender, J.P.; Veerasamy, D. and Noel, D.T. 2014. The service quality experience of International students: the case of a selected higher education institution in South Africa. Mediterranean Journal of Social Sciences, 5(8) pp. 465-473.en_US
dc.description.abstractThe university, which forms the basis for this paper, has seen significant growth in the number of international student enrolments. It is against this background that international students’ expectations and perceptions of service quality are assessed. A census was conducted among this group of students which comprised 215 respondents using the SERVQUAL instrument. The results indicate a high degree of internal consistency among the five dimensions of service quality in terms of both expectations and perceptions. It emerged that there were varying gaps in the twenty items that were measured, with the empathy dimension exhibiting the largest gap score. Recommendations are made on how the university can improve on service quality levels among its international students.en_US
dc.format.extent9 pen_US
dc.publisherMCSER Publishingen_US
dc.relation.ispartofMediterranean Journal of Social Sciences (Online)-
dc.subjectService Qualityen_US
dc.subjectExpectations of service qualityen_US
dc.subjectPerceptions of service qualityen_US
dc.subjectHigher education institutionen_US
dc.subjectInternational Studentsen_US
dc.titleThe service quality experience of International students: the case of a selected higher education institution in South Africaen_US
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