Abstract
Although numerous studies have investigated the importance of customer satisfaction in the hospitality industry, few studies have examined the role of customer satisfaction in education institutions. This research note applies service quality and emotional bonding theories to elucidate the perceived satisfaction of students in higher education institutions for hotel management in Australia. A mixed-methods technique was adopted in this study, which utilized a 67-item questionnaire followed by a focus group to understand elements underlying student satisfaction. Results revealed that academics-related reasons, such as school reputation and course of study, were the primary drivers of satisfaction. A greater number of Australian students (92.3%) reported higher satisfaction scores than international students (77.5%).
Original language | English |
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Pages (from-to) | 1-9 |
Number of pages | 9 |
Journal | Journal of Hospitality and Tourism Education |
Volume | 31 |
Issue number | 1 |
DOIs | |
Publication status | Published - 2 Jan 2019 |
Keywords
- Domestic students
- emotional bond
- international students
- psychological contract
- student satisfaction
ASJC Scopus subject areas
- Education
- Tourism, Leisure and Hospitality Management