The study was conducted in the context of very rapid growth in international student population. In 1999, there were approximately 28,000 non-resident students in New Zealand. Five years later, this number had increased to ~ 120,000.
When growth is this fast, universities are tempted to see the numbers as new revenue streams and only in aggregate terms. In other words, we lose track of the quality and importance of individual student experience.
For the long term, I think universities need to pay much more attention to investigating the learning experience of all students. However, as student applications from China, India and other countries grow, we should start by focusing on these special populations.
Simpson and Tan (2009) adapt a SERVQUAL method to ask four key questions:
- What are the primary factors that students consider when evaluating the overall quality of their educational experience?
- What is the relative importance they assign to each of these factors?
- To what extent did their educational experience meet their expectations?
- What are the policy implications of these questions for universities?
