International and local student satisfaction: resources and capabilities perspective

Felix T. Mavondo, Yelena Tsarenko, Mark Gabbott

Research output: Contribution to journalArticlepeer-review

76 Citations (Scopus)

Abstract

In this paper, we develop a conceptual model for assessing student satisfaction with universities and the likelihood of students recommending their institutions to other prospective students. Student satisfaction is conceptualised as a mediator between resources and capabilities and recommendation. The resources and capabilities that contribute to student satisfaction are identified as teaching, learning, technology, library, student services and student orientation. The resource needs of local and international students are compared. The data are analysed through path modelling, which results in a holistic perspective of the relationships. The findings suggest that more resources are required to satisfy local students than foreign students-that is, that local students perceive a larger pool of resources to be important for their satisfaction while foreign students appear to require a smaller pool. The implications of the study for university administrators are discussed and areas for future research are suggested.
Original languageEnglish
Pages (from-to)41-60
Number of pages20
JournalJournal of Marketing for Higher Education
Volume14
Issue number1
DOIs
Publication statusPublished - 2004
Externally publishedYes

Keywords

  • satisfaction
  • student
  • resources
  • capabilities

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