The purpose of this conceptual paper is to analyse key factors associated with determinants of international students’ expectations of education services, and discuss implications for student satisfaction enhancement. Focusing on international students (IS) pursuing overseas study, the paper seeks to answer these questions: What are the key determinants of IS expectations of education services? How can IS expectations affect their satisfaction with education services? What implications can be made for enhancing IS satisfaction with education services? The analytical framework utilised in this paper is drawn upon Mazzarol and Soutar’s [1] push-pull model of factors influencing prospective international students’ destination choice, Parasuraman and et al.’s [3] SERVQUAL framework, and Martilla and James’s [2] Importance-Performance Analysis framework. The paper first analyses the characteristics of education services in relation with the selection-making process of prospective international students (PIS).

Published in: Canada International Conference on Education, 2018

  • Date of Conference: 25-28 June, 2018
  • DOI: 10.2053/CICE.2018.0126
  • Electronic ISBN: 978-1-908320-90-2
  • Conference Location: University of Toronto Mississauga, Canada