Examining Perceptions of Service Quality of Student Services and Satisfaction among International Students at Universities in Indiana and Michigan

Universities in the United States face financial constraints, intense competition for students, declining student enrollment, and constant student attrition. However, an increasing number of international students seek higher education abroad, especially in the U.S. Providing quality services to these international students might help institutions attract and retain more of them. Unfortunately, little empirical research has been done on international students’ perceptions of service quality, especially of non-academic services. The purpose of the study was to examine perceptions of service quality of nonacademic services and satisfaction among international students at universities in Indiana and Michigan. The study also investigated the relationship between perceived service quality and satisfaction.