{"id":"https://openalex.org/W1828296769","doi":"https://doi.org/10.5901/mjss.2014.v5n8p465","title":"The Service Quality Experience of International Students: The Case of a Selected Higher Education Institution in South Africa","display_name":"The Service Quality Experience of International Students: The Case of a Selected Higher Education Institution in South Africa","publication_year":2014,"publication_date":"2014-05-01","ids":{"openalex":"https://openalex.org/W1828296769","doi":"https://doi.org/10.5901/mjss.2014.v5n8p465","mag":"1828296769"},"language":"en","primary_location":{"id":"doi:10.5901/mjss.2014.v5n8p465","doi":"https://doi.org/10.5901/mjss.2014.v5n8p465","is_oa":true,"landing_page_url":"https://doi.org/10.5901/mjss.2014.v5n8p465","pdf_url":null,"source":{"id":"https://openalex.org/S2764887140","display_name":"Mediterranean Journal of Social Sciences","issn_l":"2039-2117","issn":["2039-2117","2039-9340"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["anvur-scientific","vabb-shw"],"host_organization":"https://openalex.org/P4322696505","host_organization_name":"Mediterranean Center of Social and Educational Research","host_organization_lineage":["https://openalex.org/P4322696505"],"host_organization_lineage_names":["Mediterranean Center of Social and Educational Research"],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Mediterranean Journal of Social Sciences","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://doi.org/10.5901/mjss.2014.v5n8p465","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":null,"display_name":"P GovenderJeevarathnam","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I177181097","display_name":"Durban University of Technology","ror":"https://ror.org/0303y7a51","country_code":"ZA","type":"education","lineage":["https://openalex.org/I177181097"]}],"countries":["ZA"],"is_corresponding":false,"raw_author_name":"P GovenderJeevarathnam","raw_affiliation_strings":["Durban University of Technology"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Durban University of Technology","institution_ids":["https://openalex.org/I177181097"]}]},{"author_position":"middle","author":{"id":null,"display_name":"DayaneethieVeerasamy","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I177181097","display_name":"Durban University of Technology","ror":"https://ror.org/0303y7a51","country_code":"ZA","type":"education","lineage":["https://openalex.org/I177181097"]}],"countries":["ZA"],"is_corresponding":false,"raw_author_name":"DayaneethieVeerasamy","raw_affiliation_strings":["Durban University of Technology"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Durban University of Technology","institution_ids":["https://openalex.org/I177181097"]}]},{"author_position":"last","author":{"id":null,"display_name":"Dion TNoel","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I177181097","display_name":"Durban University of Technology","ror":"https://ror.org/0303y7a51","country_code":"ZA","type":"education","lineage":["https://openalex.org/I177181097"]}],"countries":["ZA"],"is_corresponding":false,"raw_author_name":"Dion TNoel","raw_affiliation_strings":["Durban University of Technology"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Durban University of Technology","institution_ids":["https://openalex.org/I177181097"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I177181097"],"apc_list":null,"apc_paid":null,"fwci":4.7542,"has_fulltext":true,"cited_by_count":21,"citation_normalized_percentile":{"value":0.94518199,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":88,"max":98},"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9937000274658203,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9937000274658203,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10907","display_name":"International Student and Expatriate Challenges","score":0.003800000064074993,"subfield":{"id":"https://openalex.org/subfields/3315","display_name":"Communication"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10546","display_name":"Higher Education Governance and Development","score":0.0012000000569969416,"subfield":{"id":"https://openalex.org/subfields/3304","display_name":"Education"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.9169999957084656},{"id":"https://openalex.org/keywords/international-students","display_name":"international students","score":1.0},{"id":"https://openalex.org/keywords/servqual","display_name":"SERVQUAL","score":0.8539999723434448},{"id":"https://openalex.org/keywords/service-quality-gaps","display_name":"service quality gaps","score":0.6660000085830688},{"id":"https://openalex.org/keywords/empathy","display_name":"empathy","score":0.492000013589859},{"id":"https://openalex.org/keywords/student-expectations","display_name":"student expectations","score":0.7089999914169312},{"id":"https://openalex.org/keywords/higher-education-institutions","display_name":"higher education institutions","score":0.6819999814033508},{"id":"https://openalex.org/keywords/university-student-experience","display_name":"college student experience","score":0.38100001215934753}],"concepts":[{"id":"https://openalex.org/C136703025","wikidata":"https://www.wikidata.org/wiki/Q44605","display_name":"SERVQUAL","level":4,"score":0.8817596435546875},{"id":"https://openalex.org/C33676613","wikidata":"https://www.wikidata.org/wiki/Q13415176","display_name":"Dimension (graph theory)","level":2,"score":0.6907666921615601},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6856321692466736},{"id":"https://openalex.org/C2776436953","wikidata":"https://www.wikidata.org/wiki/Q5163215","display_name":"Consistency (knowledge bases)","level":2,"score":0.6504093408584595},{"id":"https://openalex.org/C3018868096","wikidata":"https://www.wikidata.org/wiki/Q2693233","display_name":"Internal consistency","level":3,"score":0.6442853808403015},{"id":"https://openalex.org/C2779885105","wikidata":"https://www.wikidata.org/wiki/Q182263","display_name":"Empathy","level":2,"score":0.6224326491355896},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5984190106391907},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5887380838394165},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.5741217136383057},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.5362194776535034},{"id":"https://openalex.org/C2780510313","wikidata":"https://www.wikidata.org/wiki/Q178706","display_name":"Institution","level":2,"score":0.5175365805625916},{"id":"https://openalex.org/C509550671","wikidata":"https://www.wikidata.org/wiki/Q126945","display_name":"Medical education","level":1,"score":0.4969618618488312},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.31359586119651794},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.24936529994010925},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.2304394543170929},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.18866518139839172},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.15803247690200806},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.12113428115844727},{"id":"https://openalex.org/C138496976","wikidata":"https://www.wikidata.org/wiki/Q175002","display_name":"Developmental psychology","level":1,"score":0.10745519399642944},{"id":"https://openalex.org/C171606756","wikidata":"https://www.wikidata.org/wiki/Q506132","display_name":"Psychometrics","level":2,"score":0.10662829875946045},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.09749352931976318},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C169760540","wikidata":"https://www.wikidata.org/wiki/Q207011","display_name":"Neuroscience","level":1,"score":0.0},{"id":"https://openalex.org/C2524010","wikidata":"https://www.wikidata.org/wiki/Q8087","display_name":"Geometry","level":1,"score":0.0},{"id":"https://openalex.org/C202444582","wikidata":"https://www.wikidata.org/wiki/Q837863","display_name":"Pure mathematics","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.5901/mjss.2014.v5n8p465","doi":"https://doi.org/10.5901/mjss.2014.v5n8p465","is_oa":true,"landing_page_url":"https://doi.org/10.5901/mjss.2014.v5n8p465","pdf_url":null,"source":{"id":"https://openalex.org/S2764887140","display_name":"Mediterranean Journal of Social Sciences","issn_l":"2039-2117","issn":["2039-2117","2039-9340"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["anvur-scientific","vabb-shw"],"host_organization":"https://openalex.org/P4322696505","host_organization_name":"Mediterranean Center of Social and Educational Research","host_organization_lineage":["https://openalex.org/P4322696505"],"host_organization_lineage_names":["Mediterranean Center of Social and Educational Research"],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Mediterranean Journal of Social Sciences","raw_type":"journal-article"},{"id":"pmh:oai:openscholar.dut.ac.za:10321/1472","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/10321/1472","pdf_url":"https://openscholar.dut.ac.za/bitstreams/9c37273b-e1ad-40d1-b1d0-86848edf31eb/download","source":{"id":"https://openalex.org/S4306401133","display_name":"DUT Open Scholar (Durban University of Technology)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I177181097","host_organization_name":"Durban University of Technology","host_organization_lineage":["https://openalex.org/I177181097"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Article"},{"id":"pmh:oai:CiteSeerX.psu:10.1.1.902.4367","doi":null,"is_oa":false,"landing_page_url":"http://citeseerx.ist.psu.edu/viewdoc/summary?doi=10.1.1.902.4367","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"http://www.mcser.org/journal/index.php/mjss/article/download/2580/2548/","raw_type":"text"}],"best_oa_location":{"id":"doi:10.5901/mjss.2014.v5n8p465","doi":"https://doi.org/10.5901/mjss.2014.v5n8p465","is_oa":true,"landing_page_url":"https://doi.org/10.5901/mjss.2014.v5n8p465","pdf_url":null,"source":{"id":"https://openalex.org/S2764887140","display_name":"Mediterranean Journal of Social Sciences","issn_l":"2039-2117","issn":["2039-2117","2039-9340"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["anvur-scientific","vabb-shw"],"host_organization":"https://openalex.org/P4322696505","host_organization_name":"Mediterranean Center of Social and Educational Research","host_organization_lineage":["https://openalex.org/P4322696505"],"host_organization_lineage_names":["Mediterranean Center of Social and Educational Research"],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Mediterranean Journal of Social Sciences","raw_type":"journal-article"},"sustainable_development_goals":[{"display_name":"Quality education","id":"https://metadata.un.org/sdg/4","score":0.8278999924659729}],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W1828296769.pdf","grobid_xml":"https://content.openalex.org/works/W1828296769.grobid-xml"},"referenced_works_count":26,"referenced_works":["https://openalex.org/W619444670","https://openalex.org/W1500006616","https://openalex.org/W1509625714","https://openalex.org/W1551790223","https://openalex.org/W1573370626","https://openalex.org/W1588909310","https://openalex.org/W1995239979","https://openalex.org/W1997303707","https://openalex.org/W2007263771","https://openalex.org/W2007371660","https://openalex.org/W2007735579","https://openalex.org/W2025656436","https://openalex.org/W2026368098","https://openalex.org/W2028530850","https://openalex.org/W2070866011","https://openalex.org/W2072772420","https://openalex.org/W2080175627","https://openalex.org/W2083590128","https://openalex.org/W2095021061","https://openalex.org/W2122404119","https://openalex.org/W2152665070","https://openalex.org/W2215973396","https://openalex.org/W2626239712","https://openalex.org/W2907100270","https://openalex.org/W3093398451","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W2104475615","https://openalex.org/W2340115665","https://openalex.org/W2001043155","https://openalex.org/W1979656299","https://openalex.org/W2809417442","https://openalex.org/W3177287332","https://openalex.org/W3024177519","https://openalex.org/W4287665721","https://openalex.org/W1516666888","https://openalex.org/W2241284644"],"abstract_inverted_index":{"The":[0,53],"university,":[1],"which":[2,45],"forms":[3],"the":[4,14,50,63,84,91,95,104],"basis":[5],"for":[6],"this":[7,23,41],"paper,":[8],"has":[9],"seen":[10],"significant":[11],"growth":[12],"in":[13,69,83],"number":[15],"of":[16,31,43,59,66,71],"international":[17,26,114],"student":[18],"enrolments.":[19],"It":[20,76],"is":[21],"against":[22],"background":[24],"that":[25,78,87],"students\u2019":[27],"expectations":[28,73],"and":[29,74],"perceptions":[30],"service":[32,67,109],"quality":[33,68,110],"are":[34,100],"assessed.":[35],"A":[36],"census":[37],"was":[38],"conducted":[39],"among":[40,62,112],"group":[42],"students":[44],"comprised":[46],"215":[47],"respondents":[48],"using":[49],"SERVQUAL":[51],"instrument.":[52],"results":[54],"indicate":[55],"a":[56],"high":[57],"degree":[58],"internal":[60],"consistency":[61],"five":[64],"dimensions":[65],"terms":[70],"both":[72],"perceptions.":[75],"emerged":[77],"there":[79],"were":[80,88],"varying":[81],"gaps":[82],"twenty":[85],"items":[86],"measured,":[89],"with":[90],"empathy":[92],"dimension":[93],"exhibiting":[94],"largest":[96],"gap":[97],"score.":[98],"Recommendations":[99],"made":[101],"on":[102,108],"how":[103],"university":[105],"can":[106],"improve":[107],"levels":[111],"its":[113],"students.":[115],"DOI:":[116],"10.5901/mjss.2014.v5n8p465":[117]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":3},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":3},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":2},{"year":2017,"cited_by_count":5},{"year":2015,"cited_by_count":1}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2016-06-24T00:00:00"}
