Assessing international students' satisfaction of a Jordanian university using the service quality model
Journal of Applied Research in Higher Education
ISSN: 2050-7003
Article publication date: 21 December 2021
Issue publication date: 6 December 2022
Abstract
Purpose
Education plays a key role in socio-economic development and globalization has increased the numbers of students wanting to study abroad. Attracting international students is therefore an important objective for universities as international students open up opportunities to bring economic, cultural and academic benefits to both the universities themselves and to the countries in which they are located. This study therefore aimed to assess student satisfaction with a Jordanian university using the dimensions of quality contained within the established SERVQUAL model.
Design/methodology/approach
To achieve these goals, quantitative data was collected from international students attending one university located in Jordan via a questionnaire survey, using a randomized sample. Structural equation modeling (SEM) was used to analyze the construct validity, and correlations between student satisfaction and the different dimensions of quality were tested.
Findings
Consistent with other studies, the findings demonstrated that the five dimensions of service quality, i.e. tangibility, reliability, responsiveness, assurance and empathy, and the university of study, have a strong relationship with student satisfaction. However, there was no statistically significant correlation between country satisfaction and the tangibility and assurance sub-dimensions of quality.
Practical implications
Practical implications – The findings of this study are of interest and practical benefit to university leaders in developing their quality and student acquisition strategies.
Originality/value
This study makes a useful contribution to the growing body of evidence of service quality in higher education set within the context of a developing country.
Keywords
Citation
Abu-Rumman, A. and Qawasmeh, R. (2022), "Assessing international students' satisfaction of a Jordanian university using the service quality model", Journal of Applied Research in Higher Education, Vol. 14 No. 4, pp. 1742-1760. https://doi.org/10.1108/JARHE-05-2021-0166
Publisher
:Emerald Publishing Limited
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