Student satisfaction : impact of age and gender on satisfaction among international postgraduate students from Asia
Arambewela, Rodney, Hall, John and Zuhair, S. 2004, Student satisfaction : impact of age and gender on satisfaction among international postgraduate students from Asia, in Virtue in marketing : proceedings of the Academy of Marketing Conference, 6-9 July 2004, University of Gloucestershire Business School, University of Gloucestershire Business School, Cheltenham, England, pp. 1-11.
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Virtue in marketing : proceedings of the Academy of Marketing Conference, 6-9 July 2004, University of Gloucestershire Business School
Davis, Barry Dermody, Janine
Academy of Marketing. Conference
University of Gloucestershire Business School
Place of publication
Customer satisfaction is a core-marketing concept. It is considered as a major outcome of marketing activity and serves to link processes, culminating in purchase and consumption with post-purchase phenomena such as attitudinal change, customer retention, repeat purchase, brand loyalty, positive word-of-mouth communication. Student satisfaction is a strategic factor in developing a competitive advantage in the highly attractive and globally competitive international education market. Market forecasts indicate a seven-fold increase in the number of students seeking higher education overseas by 2025 and given the competitiveness of the industry, universities will need to focus on variables influencing student satisfaction in order to address areas where improvements in service quality are required.
A sample of 371 postgraduate students from China, India, Indonesia and Thailand, is investigated. The study highlights the development of a scale to measure international postgraduate student satisfaction. The scale demonstrates the importance of four predominant factors influencing university choices - Education Resources; Communication and Guidance; Customer Value and Study Outcomes; and Image, Prestige and Recognition. Using logistic regression and chi square testing, this paper investigates the impact of age and gender on satisfaction among international postgraduate students from four Asian countries studying in universities in Victoria, Australia, on theses factors. The results indicate that age has a positive relationship with satisfaction among postgraduate students while the influence of gender has no effect on influencing satisfaction among postgraduate students from Asia.
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