Understanding Learning Experience of International Students for Developing Student Satisfaction Strategy

BUSINESS RESEARCH
METHODOLOGY AND
DATA COLLECTION

TABLE OF CONTENTS
ABSTRACT....................................................................................................................................3
TOPIC..............................................................................................................................................4
INTRODUCTION...........................................................................................................................4
Aim..............................................................................................................................................4
Background..................................................................................................................................4
Significance.................................................................................................................................4
Motivation for the study:.............................................................................................................5
Research Questions:.....................................................................................................................5
Literature review: Issues to be addressed....................................................................................5
QUALITATIVE DESIGN...............................................................................................................7
Research Type: Qualitative..........................................................................................................7
ANALYSIS AND FINDINGS........................................................................................................8
Thematic analysis........................................................................................................................8
CONCLUSION..............................................................................................................................18
REFERENCES..............................................................................................................................19
APPENDIX....................................................................................................................................20

ABSTRACT
The aim of the research is the understanding of the learning experience of international
students for developing student satisfaction strategy in Excelsia College. The primary research
questions or objectives for the research are to analyse the concept of student satisfaction in
context to international students, evaluating methods to improve student satisfaction strategy,
significance of learning experience of international students in context to student satisfaction in
Excelsia College and recommending ways to improve learning experience of students at Excelsia
college. The significance of the topic is an increased need for improvement of student
satisfaction in the Australian education sector, specifically for a faith-based college like Excelsia
where the students belong from multiple nationalities and face many hindrances in performing
their best. The research design selected by the scholar was qualitative design with an inductive
approach and interpretivism philosophy. The data collection method used was questionnaire
method and sample size of 20 international students were selected through purposive sampling.
The analysis lead to the findings that Excelsia college needs major improvements and
developments in its student satisfaction strategy and enhancing the learning experience of its
international students. There was an increased satisfaction among students with respect to
practical approaches of education, inclusion of value-added learning methods like workshops and
certification. The major hindrances that students faced were financial problems and
cultural/language barriers with increased demand for engagement activities. A comprehensive
approach for internationalisation and sense of belongingness has to be created for international
students along with improving the quality of education and learning.

TOPIC
To understand the learning experience of international students for developing student
satisfaction strategy: A case study of Excelsia College
INTRODUCTION
Aim
To evaluate the learning experience of international students in the Excelsia college for the
development of student satisfaction strategy
Background
International or foreign student in Australian context, is referred to the students who
study in Australia on a student visa and in an institution that is registered to provide courses to
the students. The students belonging from New Zealand are not considered international students
as their enrolment doesn’t require a student visa. In present times, Australia has the highest ratio
of foreign students according to per head population in the world. The international students are
represented on an average of 30% of the student bodies in across various private and public
colleges and universities in Australia (De Fazio, 2020). Excelsia college is on of the tertiary
education provider based in Sydney, Australia established in 1989. The Christian based institute
was initially set up for training students for creative arts and ministry and started its first
international campus in 2013. The current strength of students as of 2020 is around 1350 and the
college aims to increase the student satisfaction of international students.
Significance
The improvement in learning experience of students in general is important for the
universities to increase the quality of education and learning, retain their students and increase
the satisfaction of students. The higher the education institutes and students have been moving
from a traditional relationship to a more consumer centric need-based relationship. This drives
requirement of educational institutes like Excelsia college to respond to the feedback of the
international students and satisfy their needs by contributing to the ever-increasing demand for
student satisfaction. The needs of international students have increased due to the reasons like
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high tuition fees and massification of higher education with high variety and range of students
which contributes to complex levels of expectations from students (Nanere and et.al., 2020).
Motivation for the study:
The primary motivation for the study was to investigate the first-hand experience of
international students who come from various ethnic, national and religious backgrounds
regarding the educational sector of Australia, and relevance of student satisfaction in Australian
education sector. The study will also help the scholar in advancing the knowledge regarding the
scope of education and relevance of increasing student satisfaction to retain and attract
international students in Excelsia college.
Research Questions:
1. What is the concept of student satisfaction in context to international students?
2. What the methods to improve student satisfaction strategy?
3. What is the significance of learning experience of international students in context to
student satisfaction in Excelsia College?
4. Recommend ways to counter challenges and improve the student satisfaction at Excelsia
college.
Literature review: Issues to be addressed
Napitupulu and et.al, (2018) sates that student satisfaction refers to the short-term attitude
which is an outcome of evaluation of the educational services, facilities and experience of
students. The universities who deliver courses for higher education have to focus upon increasing
the learning experience of students in order to increase the student satisfaction. The primary
purpose of educational institutes is dissemination for development of world and creation of
knowledge, therefore it is important that the institutions emphasize on meeting the needs and
expectations of students, so that students can perform to their best, focus more upon learning and
development and create value from the whole educational process. As per Gray and DiLoreto,
(2016), satisfaction is a feeling of happiness after fulfilment of a person’s desires and needs, and
is felt by a person with experience in performance or as an outcome of their fulfilment of
expectations. Alqurashi, (2019) elucidates that student satisfaction is a concept of attitude of
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students resulting from evaluation and assessment of their educational experiences in their
institutes and is a positive antecedent denoting loyalty of students. As per the author, the
disposition of results from education and experience determined the student satisfaction.
According to Chandra and et.al, (2019), the dimensions of student educational experience which
measure the satisfaction can be assessed as curriculum, teaching, analytical skills,
communication skills, personal growth and social skills and their combination.
According to Shahsavar and Sudzina, (2017), various strategies can be adopted by a
university to address the student satisfaction such as work integrated learning, pragmatism,
electives and core subject offerings, learning support, value effectiveness pertaining to
workshops, tutorials and lectures, emotional engagement and creation of belongingness feelings,
online blended learning, practicality of learning and preparedness for future and assessment and
feedback. However, Annamdevula and Bellamkonda, (2016) states that students need an
increased learning environment by upgradation of libraries and infrastructure and facilities,
transforming the college into a collaborative learning experience, updating the student amenities,
introducing accessible eateries, immersive technology, material for digital course etc. As per
another study by Razinkina and et.al, (2018), the key to the successful achievement of student
satisfaction is the adoption of a structured approach and accomplishment of academic goals of
students in a reasonable time period and emphasising in development of the knowledge and skills
of students, along with extra-curricular and practical approaches to education like certification
courses, retreats, seminars and workshops apart from established curriculum.
According to Ammigan and Jones, (2018), it is necessary for institutions to understand
and evaluate the learning experience of international students as in current times internal students
face a lot of issues in adjusting to new educational environments in spite of cultural diversity.
The hindrances that international students face has led to a regression in the number of applicants
in the foreign universities. As per Ross, Ta and Grieve, (2019) students from different
backgrounds tend to have different perspectives, experiences and needs from the respective
universities. The students also face challenges when they study outside their home countries like
different food, unfamiliar living circumstances, balancing work, personal and cultural barriers as
well as financial problems, studying schedules, difficulties in understanding culture and language
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