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sustainability
Article
UnveilingtheInternationalStudents’PerspectiveofService
QualityinChineseHigherEducationInstitutions
FakhraYasmin1,ShengbingLi1,2,*,YanZhang3,*,PetraPoulova4andAhsanAkbar4
1SchoolofEducation,SouthChinaNormalUniversity,Guangzhou510631,China;fakhra.******@
2CenterofCrossborderEducation,SchoolofInternationalBusiness,SouthChinaNormalUniversity,
Guangzhou510631,China
3SchoolofEducationalScience,HuazhongUniversityofScienceandTechnology,Wuhan430074,China
4DepartmentofInformaticsandQuantitativeMethods,FacultyofInformaticsandManagement,Universityof
HradecKralove,50003HradecKralove,CzechRepublic;petra.******@(.);
ahsan_fl******@(.)
*Correspondence:******@(.);******@(.)
Abstract:Foreignstudents’satisfactionwiththeservicequalityofChineseuniversitiesisessentialfor
thesustainableinternationalizationofChina’
surveyresearchmethodtobringintheforeignstudents’perspectiveofthevariousaspectsofservice
,618validquestionnaireswereanalyzed
usingdescriptivestatistics,principalcomponentanalysis(PCA),andanalysisofvariance(ANOVA).
Thestudyflndingspositthat,althoughforeignstudentsafflrmthatteachersaresupportiveand
wellqualifled,,foreign
studentswerenotsatisfledwiththefrequencyofformalresearchmeetingswiththeiradvisersand
Citation:Yasmin,F.;Li,S.;Zhang,Y.;,femaleforeign
Poulova,P.;Akbar,,foreignstudentsreportedhigher
InternationalStudents’Perspectiveof
satisfactionfromteachingservicesandlearningresources,moderatesatisfactionfromadvisory
ServiceQualityinChineseHigher
,andmeagersatisfactionfromtheadministrativeandsupportservicesoftheirrespective
2021,13,://,wefoundsigniflcantdifferencesbetweensampleChineseuniversities
,artsandsocialsciencesstudentswerelesssatisfled
withtheservicequalityoftheinstitutionascomparedtotheirnaturalsciencesandengineering
AcademicEditors:,.
AdrianCastro-Lopez,JavierPuente
andLeandroAlmeidaKeywords:internationalstudents;servicequalityevaluation;perceivedsatisfaction;sustainable
highereducationsystem;China
Received:5May2021
Accepted:21May2021
Published:26May2021
Publisher’sNote:MDPIstaysneutral
TheUnitedNationsAgenda2030forsustainabledevelopmentgoals(SGDs)outlines
withregardtojurisdictionalclaimsin
publishedmapsandinstitutionalaffll-
educationandsuggeststhatallcountriesshouldensuretheprovisionofinclusiveand
aspirationsoftheinternationaleducationalcommunityfortheyear2030[1].
Highereducationinstitutionsplayanimperativeroleintheadvancementofsustain-
Copyright:©2021bytheauthors.
abilityandalltheimportantstakeholdersexpectthemtobesustainableorganizations[2].
LicenseeMDPI,Basel,Switzerland.
However,inthecontextoftheinternationalizationofhighereducation,sustainabilitycan
Thisarticleisanopenaccessarticle
distributedunderthetermsandonlybeachievedifthestudents’evaluationisfavorableregardingtheservicequality
-
Attribution(CCBY)license(,ChineseHEIsareconsideredtobeattheearlystageoftheir
[3].Sincethereformandopening-uppolicywasadoptedin
/).1980,theremarkablegrowthoftheChineseeconomyhasattractedtheattentionofmany
Sustainability2021,13,:///su13116008:.
Sustainability2021,13,60082of23
countriesintermsofeconomicandtradeaswellaseducationalcooperationwithChina.
TheinternationalizationofeducationinChinaevolvedthroughdifferentphasesinre-
sponsetotrendsinglobalizationtofostercultural,political,andeconomictiesbetween
,theinternationaleducationplanofthe
Chinesegovernmentforthedecade2010–2020intendstograduallyincreasethenumberof
internationalstudents,andin2020,thegovernmentintendstoacceptmorethan500,000
foreignstudents,andamongthose150,000areexpectedtoberesearchstudentsenrolledin
,Chineseuniversitieshave
extensivelyexpeditedtheenrollmentofscholarshipandself-flnancedstudents,andin2018,
Chinaaccepted492,185internationalstudents,thusbecomingthelargesthostcountryin
Asia[4].Thecountryoforigin-basedstatisticsofinboundstudentsinChinaispresentedin
fromAsiancountries.
.
CountryofOriginNumberofStudents
SouthKorea50,600
Thailand28,608
Pakistan28,023
India23,198
UnitedStates20,996
Russia19,239
Indonesia15,050
Laos14,645
Japan14,230
Kazakhstan11,784
Allothers226,373
Total492,185
Source:InstituteofInternationalEducation(2019).
AfterbecomingpartoftheWTO,ChineseHEIsweregrantedsomeautonomytoman-
agetheireducationalaffairstomakethemcompetitivewiththeregionalandinternational
,theideawastoestablishcooperationwithrenownedforeignuniversities
toinitiatethebuildingofaworld-classuniversitywithembeddedChinesecharacteristics.
Therefore,Chineseuniversitiesadoptthe‘goingin’and‘goingout’approachtofacilitate
academicmobility,acquireinternationalresources,andpromoteandfacilitatethesus-
,Chineseinstitutions
arestillnewintheinternationalhighereducationenvironmentandsomehowlackglobal
visibilityandinfluence,whichindicatesthatthedesiredoutcomeoftheinternationalization
processisnotyetfullyaccomplished[5].
Highereducationisprogressivelyemergingasaserviceproviderindustrythatis
exertingahigherpressureonmanagementtomeettheneedsandexpectationsoftheir
studentsbyprovidingefflcientacademicandsupportservices[6].Theconceptofservice
qualitywasflrstproposedbyDemingandEdwards[7].Afterward,bydevelopingaservice
qualitymodel,Parasuraman,Zeithaml,andBerry[8]providedarelativelynewandmore
,
,keepinginviewitsimportancein
alltheservice-providingorganizations,academicsintroducedthisconceptintheareaof
,thestudentsareviewedastheprimarycustomersof
HEIsandasameanstoattractandretainthesestudents;universitiesshallidentifyand
fulfllltheirneedsandexpectations.
Inthemodernworld,tremendouschallengesareemergingforhighereducation
providersascompetitionandpublicdemandforhighereducationhaveincreasedexpo-
,theprovisionofqualityservicescanserveasasustainable:.
Sustainability2021,13,60083of23
,higher
educationalinstitutionslackasinglestandardizeddeflnitionofoverallacademicquality[9].
Hencethereisnoconsensusamongresearchersonasinglebestwayofdeflningservice
quality[10].Studentsaretherecipientoftrainingimpartedbytheuniversities,which
makesthemtheprimestakeholdersofaninstitution[11].Thustheoveralleducational
qualityofanHEIdependsupontheprevailingmanagementsystemataspeciflcHEI[12].
AccordingtoJanceyandBurns[13],experiencesofstudentsinengagingwithvarious
servicesdeliveredbytheinstitutionduringtheyearsoftheirstudentshipdemonstrate
servicequality.
Inthecontextofhighereducationalinstitutions,thesatisfactionofthestudents
groupofacademicscontendsthatservicequalityisdependentonthelevelofcustomer
satisfaction,whileotherspostulatethatservicequalityisanantecedenttosatisfaction.
However,recentliteratureonthisissueisdominatedbytheresearcherswhoconsiderthat
satisfactionisdependentonthelevelofservicequality,see,.,[14–16].
Perceivedservicequalitybuildsapromisingimageoftheinstitutioninthemindsof
satisfledwiththeiracademicandlivingarrangementsinthehostcountryweremorelikely
tosharetheirforeignuniversitywiththeircolleaguesandfriendsinthehomecountry[17].
Hence,animperativefactorforChinatobecomeanattractivehighereducationdestination
forinternationalstudentsistoensurethattheexistingstudentsarereasonablysatisfled
withvariousaspectsofacademicservicesoftheirhostChineseuniversityandtheiroverall
livingexperienceinChina.
foreignstudentsperceivetheirstudyandlivingexperienceinChineseuniversities?Are
theysatisfledwiththevariousaspectsofteaching,learning,support,andlivingservices
attheirhostinstitution?WilltheyrecommendChinaasahighereducationdestinationto
theircolleaguesandfriends?
Thepresentstudymakesuseofthesurveyresearchmethodtoexaminetheperception
ofMastersandPhDdegreeforeignstudentsregardingtheservicequalityofthehostChi-
,618usablequestionnaireswereanalyzedfromtheforeignstudents
ofsevenkeystateuniversitiesofWuhan,
eachcategory,onlyforeignstudentsenrolledinnaturalsciencesandengineeringandarts
responseonaflve-pointLikertscaleonthedimensionsofteachingservices,advisory
services,administrativesupport,learninginfrastructure,supportinfrastructure,andtheir
SPSSsoftwareweremainlyusedtoperformitem-basedanalysis,dimension-basedanalysis,
PCA,andANOVAtocomprehensivelyexaminethisresearchtopic.
Thecontributionofthisresearchistwo-,theextantliteratureinthecontext
ofChinaemploysdescriptiveanalysistoevaluatetheoverallsatisfactionofforeignstu-
dentsfromtheirstudyexperienceinChinaandhaslargelyignoredevaluatingstudent’s
,inthebackdropofChina’srise
asamajorplayerintheglobalhighereducationmarket,itisimperativetoexploreallthe
importantfeaturesofservicequalitytoexaminethesustainabilityofChina’sinternational
,thepresentstudyflllsthisvoidbydevisingacomprehensive
frameworktoinvestigatethequalityofteachingservices,advisoryservices,administrative
support,learninginfrastructure,supportinfrastructure,andoverallsatisfactionofforeign
,toensuretheempiricalrigorofthisstudywemakeuseofabottom-up
approachtoconducttheitem-wise,dimension-wise,andvariable--
ing,descriptiveanalysis,reliabilityanalysis,PCA,andANOVAtechniqueswereemployed
touncovereachfacetoftheinternationalstudent’ssatisfactionwiththeservicequality
:.
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Thesatisfactiontheoryhasitsrootsinthediscrepancytheory[18]whileoverthepast
fewyears;scholarshaveusedcomparativetechniquestomodelthelevelofsatisfactionor
dissatisfaction[19].Avarietyoftheoreticalapproacheshasbeenadoptedtoportraythe
associati