This research uses the methodology Servqual in order to measure the quality of service given by a public university in Barcelona (Spain) to its study abroad students. The analysis explores the results not only from traditional approach based in a expectations versus perceptions point of view but from a more specific approach offering profiles of study abroad students from 5 different nationalities. The research collects information from 622 questionnaires and it provides useful insights related to future strategies for improving satisfaction and service at the host institution.
Keywordscustomer satisfaction education international marketing service quality study abroad
JEL Classification M30, M31, M39
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References
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© 2014 The Author. Published by Sprint Investify. ISSN 2359-7712. This article is licensed under a Creative Commons Attribution 4.0 International License.
