IDEAS home Printed from https://ideas.repec.org/a/ibn/ijbmjn/v12y2017i11p130.html

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

Author

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
    as

    Download full text from publisher

    File URL: http://www.ccsenet.org/journal/index.php/ijbm/article/download/68888/38905
    Download Restriction: no
    File URL: http://www.ccsenet.org/journal/index.php/ijbm/article/view/68888
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Bejou, David & Wray, Barry & Ingram, Thomas N., 1996. "Determinants of relationship quality: An artificial neural network analysis," Journal of Business Research, Elsevier, vol. 36(2), pages 137-143, June.
    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.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Aiyun Xiao & Shaohua Yang & Qaisar Iqbal, 2018. "Factors Affecting Purchase Intentions in Generation Y: An Empirical Evidence from Fast Food Industry in Malaysia," Administrative Sciences, MDPI, vol. 9(1), pages 1-16, December.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Wittaya Pornpatcharapong & Chuvej Chansa-ngavej & Supachok Wiriyacosol & Chanchai Bunchapattanasakda, 2011. "The Use of Artificial Neural Networks to Prioritize Impact Factors Affecting Thai Rural Village Development," Journal of Social and Development Sciences, AMH International, vol. 2(2), pages 89-93.
    2. Amy H. I. Lee & He-Yau Kang & Yu-Ai Liu, 2021. "A Pilot Study on the Satisfaction of Long-Term Care Services in Taiwan," IJERPH, MDPI, vol. 19(1), pages 1-21, December.
    3. Fazlul K Rabbanee & B Ramaseshan & Revadee Vyravene, 2022. "Effects of employee engagement on customer responses: Examining the mediating role of customer engagement," Australian Journal of Management, Australian School of Business, vol. 47(3), pages 539-557, August.
    4. imen ABDENNADHER & Karim TRABELSI & Tarek ABDELLATIF, 2017. "Les influences des déterminants de la qualité relationnelle des banques islamiques sur l’engagement de leurs clients," Journal of Academic Finance, RED research unit, university of Gabes, Tunisia, vol. 8(1), June.
    5. , Le Thanh Tung, 2024. "Impact of relationship quality on customer loyalty: A study in the banking system," OSF Preprints qzpxk, Center for Open Science.
    6. Hani, Umme & Akter, Shahriar & Wickramasinghe, Ananda & Kattiyapornpong, Uraiporn, 2021. "How does relationship quality sustain the rich world’s poorest businesses?," Journal of Business Research, Elsevier, vol. 133(C), pages 297-308.
    7. Revoredo-Giha, Cesar & Leat, Philip M.K. & Renwick, Alan W. & Lamprinopoulou-Kranis, Chrysa, "undated". "Innovation and Power in Food Supply Chains: The Case of the Potato Sector in the UK," 131st Seminar, September 18-19, 2012, Prague, Czech Republic 135776, European Association of Agricultural Economists.
    8. repec:osf:osfxxx:qzpxk_v1 is not listed on IDEAS
    9. Bavorova, Miroslava & Hockmann, Heinrich, 2008. "Relationships' sustainability: the case of German wheat-to-bread chain," 2008 International Congress, August 26-29, 2008, Ghent, Belgium 44067, European Association of Agricultural Economists.
    10. Carmen Lages & Cristiana Raquel Lages & Luis Filipe Lages, 2004. "The relqual scale: a measure of relationship quality in export market ventures," Nova SBE Working Paper Series wp447, Universidade Nova de Lisboa, Nova School of Business and Economics.
    11. Bove, Liliana L. & Johnson, Lester W., 2001. "Customer relationships with service personnel: do we measure closeness, quality or strength?," Journal of Business Research, Elsevier, vol. 54(3), pages 189-197, December.
    12. Taqwa Hariguna & Athapol Ruangkanjanases & Sarmini, 2021. "Public Behavior as an Output of E-Government Service: The Role of New Technology Integrated in E-Government and Antecedent of Relationship Quality," Sustainability, MDPI, vol. 13(13), pages 1-20, July.
    13. Hellberg-Bahr, A. & Steffen, N. & Spiller, A., . "Unternehmensstrategie Defizite in Genossenschaftsmolkereien: Eine mitgliederbasierte Fallstudie," Proceedings “Schriften der Gesellschaft für Wirtschafts- und Sozialwissenschaften des Landbaues e.V.”, German Association of Agricultural Economists (GEWISOLA), vol. 47.
    14. Sana’a Nawaf Al-Nsour, 2021. "The Role of Customer Engagement and Relationship Quality toward E-Customer Loyalty in the Jordanian Online Environment," International Journal of Business and Management, Canadian Center of Science and Education, vol. 15(2), pages 149-149, July.
    15. Untung Rahardja & Tanaporn Hongsuchon & Taqwa Hariguna & Athapol Ruangkanjanases, 2021. "Understanding Impact Sustainable Intention of S-Commerce Activities: The Role of Customer Experiences, Perceived Value, and Mediation of Relationship Quality," Sustainability, MDPI, vol. 13(20), pages 1-20, October.
    16. de Wulf, K. & Odekerken-Schröder, G.J. & van Kenhove, P., 2002. "Investments In Consumer Relationships - A Critical Reassessment And Model Extension," Research Memorandum 077, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
    17. Mustak, Mekhail & Salminen, Joni & Plé, Loïc & Wirtz, Jochen, 2021. "Artificial intelligence in marketing: Topic modeling, scientometric analysis, and research agenda," Journal of Business Research, Elsevier, vol. 124(C), pages 389-404.
    18. Su, Lujun & Swanson, Scott R. & Chen, Xiaohong, 2016. "The effects of perceived service quality on repurchase intentions and subjective well-being of Chinese tourists: The mediating role of relationship quality," Tourism Management, Elsevier, vol. 52(C), pages 82-95.
    19. Moutinho, Ricardo & Au-Yong-Oliveira, Manuel & Coelho, Arnaldo & Manso, José Pires, 2015. "Beyond the “Innovation's Black-Box”: Translating R&D outlays into employment and economic growth," Socio-Economic Planning Sciences, Elsevier, vol. 50(C), pages 45-58.
    20. Marques, Alex & Lacerda, Daniel Pacheco & Camargo, Luís Felipe Riehs & Teixeira, Rafael, 2014. "Exploring the relationship between marketing and operations: Neural network analysis of marketing decision impacts on delivery performance," International Journal of Production Economics, Elsevier, vol. 153(C), pages 178-190.
    21. Liu, Chung-Tzer & Guo, Yi Maggie & Lee, Chia-Hui, 2011. "The effects of relationship quality and switching barriers on customer loyalty," International Journal of Information Management, Elsevier, vol. 31(1), pages 71-79.

    More about this item

    JEL classification:

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

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ibn:ijbmjn:v:12:y:2017:i:11:p:130. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Canadian Center of Science and Education (email available below). General contact details of provider: https://edirc.repec.org/data/cepflch.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.