The University of Southampton
University of Southampton Institutional Repository

Service quality and intercultural adjustment: exploring and comparing the perceptions of international students and academic staff of a UK Russell Group university

Service quality and intercultural adjustment: exploring and comparing the perceptions of international students and academic staff of a UK Russell Group university
Service quality and intercultural adjustment: exploring and comparing the perceptions of international students and academic staff of a UK Russell Group university
The importance of understanding international students’ perceptions of the quality of their academic and intercultural experience has been increasingly recognised in higher education context. Previous studies have largely focused on a single perspective. This research presents a more comprehensive picture of service quality of UK higher education and international students’ intercultural adjustment in the United Kingdom through investigating and comparing both students’ and academics’ perspective. A mixed-methods convergent parallel deign was implemented in a Russell Group university, with quantitative survey data collected from a convenient sample of 139 Chinese students and 27 academics, and qualitative interview data from a group of Chinese students (N=5) and academics (N=6). Both the quantitative and qualitative findings show that the perceptions of academics and Chinese students may be very different, even at the same university. There is also evidence for dynamics in these perceptions: 1) the perceptions are changeable over time; and 2) the service quality regarding the academic factor has a positive relationship to sociocultural adjustment.

These findings have important implications for various higher education stakeholders across the university: it is critical to promote mutual and regular dialogue between academics and international students to make sure that they have a shared understanding and that the dynamics in their perceptions is captured. The findings also suggest caution when assuming, as is prevalent currently, that service quality of higher education and international students’ intercultural adjustment can be comprehensively understood and efficiently improved from just one side’s point of view.
University of Southampton
Zhu, Xiaotong
470bea35-5cd8-4008-9b67-567ae2c33cd4
Zhu, Xiaotong
470bea35-5cd8-4008-9b67-567ae2c33cd4
Dyke, Martin
5a5dbd02-39c5-41e0-ba89-a55f61c9cb39
Downey, Christopher
9efc52c5-a9ff-447d-a4c8-e717227dcfd0

Zhu, Xiaotong (2018) Service quality and intercultural adjustment: exploring and comparing the perceptions of international students and academic staff of a UK Russell Group university. University of Southampton, Doctoral Thesis, 308pp.

Record type: Thesis (Doctoral)

Abstract

The importance of understanding international students’ perceptions of the quality of their academic and intercultural experience has been increasingly recognised in higher education context. Previous studies have largely focused on a single perspective. This research presents a more comprehensive picture of service quality of UK higher education and international students’ intercultural adjustment in the United Kingdom through investigating and comparing both students’ and academics’ perspective. A mixed-methods convergent parallel deign was implemented in a Russell Group university, with quantitative survey data collected from a convenient sample of 139 Chinese students and 27 academics, and qualitative interview data from a group of Chinese students (N=5) and academics (N=6). Both the quantitative and qualitative findings show that the perceptions of academics and Chinese students may be very different, even at the same university. There is also evidence for dynamics in these perceptions: 1) the perceptions are changeable over time; and 2) the service quality regarding the academic factor has a positive relationship to sociocultural adjustment.

These findings have important implications for various higher education stakeholders across the university: it is critical to promote mutual and regular dialogue between academics and international students to make sure that they have a shared understanding and that the dynamics in their perceptions is captured. The findings also suggest caution when assuming, as is prevalent currently, that service quality of higher education and international students’ intercultural adjustment can be comprehensively understood and efficiently improved from just one side’s point of view.

Text
Service quality and intercultural adjustment: exploring and comparing the perceptions of international students and academic staff of a UK Russell Group university - Version of Record
Available under License University of Southampton Thesis Licence.
Download (4MB)

More information

Published date: April 2018

Identifiers

Local EPrints ID: 426874
URI: https://eprints.soton.ac.uk/id/eprint/426874
PURE UUID: a60d86e0-e59f-4339-bda5-3c4f465052d3

Catalogue record

Date deposited: 14 Dec 2018 17:30
Last modified: 13 Mar 2019 17:45

Export record

Contributors

Author: Xiaotong Zhu
Thesis advisor: Martin Dyke
Thesis advisor: Christopher Downey

University divisions

Download statistics

Downloads from ePrints over the past year. Other digital versions may also be available to download e.g. from the publisher's website.

View more statistics

Atom RSS 1.0 RSS 2.0

Contact ePrints Soton: eprints@soton.ac.uk

ePrints Soton supports OAI 2.0 with a base URL of https://eprints.soton.ac.uk/cgi/oai2

This repository has been built using EPrints software, developed at the University of Southampton, but available to everyone to use.

We use cookies to ensure that we give you the best experience on our website. If you continue without changing your settings, we will assume that you are happy to receive cookies on the University of Southampton website.

×