Service quality enhancing student satisfaction in international programs of higher education institutions: a local student perspective

Abstract

This article aims to examine the impact of five different dimensions of service quality on student satisfaction in international programs of higher educational institutions. Data were collected from 398 students who have experienced services provided by the faculties and staff in international programs of higher education institutions in Thailand. The model examination result was statistically acceptable in terms of reliability and validity. The strongest dimension of service quality that affects student satisfaction is responsiveness, followed by empathy and facility, accordingly. This research highlights important dimensions of service quality that, if improved in higher education institutions, would enhance student satisfaction.