ABSTRACT

This article aims to examine the impact of five different dimensions of service quality on student satisfaction in international programs of higher educational institutions. Data were collected from 398 students who have experienced services provided by the faculties and staff in international programs of higher education institutions in Thailand. The model examination result was statistically acceptable in terms of reliability and validity. The strongest dimension of service quality that affects student satisfaction is responsiveness, followed by empathy and facility, accordingly. This research highlights important dimensions of service quality that, if improved in higher education institutions, would enhance student satisfaction.

摘要

本文旨在研究服务质量的五个不同方面对高等教育机构国际课程中学生满意度的影响。收集了398名学生的数据，这些学生在泰国高等教育机构的国际课程中拥有由教职员工提供的服务。在可靠性和有效性方面，模型检验结果在统计学上是可以接受的。影响学生满意度的最重要服务质量维度是响应能力，其次是同理心和设施。这项研究突出了服务质量的重要方面，如果在高等教育机构中进行改善，则可以提高学生的满意度。