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An Exploratory Study of Customer Satisfaction with International Student Recruitment Agencies: A Case Study in New Zealand

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Listed:
  • Shaohua Yang
  • Xingxing Chen
  • Xiaoli Shen

Abstract

This paper explores customer satisfaction in education service industry (international students’ recruitment agents) in New Zealand. To identify the factors that will increase international students’ satisfaction, and find possible methods to retain international students, mixed methods were employed in one international agency in Auckland. A total of 100 questionnaires were completed and semi-structured interviews were conducted with international students and education consultants. The findings indicate that professional knowledge, service, personalities and communication are key factors that will influence international students’ satisfaction. Moreover, the findings also demonstrate that the increase of consultants’ satisfaction results in international students’ satisfaction. Establishing high contact with international students is a possible method to retain them. Results are discussed in relation to international students’ satisfaction in the context of education service industry. This paper enriches the body of literatures on higher education particularly on international student’s satisfaction with third parties (international agents). Recommendation for practice that could enhance the understanding of international students’ satisfaction, is also discussed.

Suggested Citation

  • Shaohua Yang & Xingxing Chen & Xiaoli Shen, 2017. "An Exploratory Study of Customer Satisfaction with International Student Recruitment Agencies: A Case Study in New Zealand," International Journal of Business and Management, Canadian Center of Science and Education, vol. 12(11), pages 130-130, October.
    • Handle: RePEc:ibn:ijbmjn:v:12:y:2017:i:11:p:130
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    References listed on IDEAS

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    2. Perry John Forsythe, 2007. "A conceptual framework for studying customer satisfaction in residential construction," Construction Management and Economics, Taylor & Francis Journals, vol. 25(2), pages 171-182.
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    More about this item

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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