Understanding Learning Experience of International Students for Developing Student Satisfaction Strategy

This research aims to understand the learning experience of international students in Excelsia College and develop a student satisfaction strategy. It explores the concept of student satisfaction, methods to improve satisfaction, and the significance of learning experience in Excelsia College.

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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and most significantly, learning styles. However, Tran (2011) states that a proper student
satisfaction strategy and caring for the needs of international student and a positive impact upon
the educational experience of international students. As per a study by Frawley, Goh and Law,
(2019) the learning experience of international students can be evaluated on the basis of
academic, social and cultural aspects and how a combination of these three areas influence the
student experience and increases their satisfaction and productivity in the university. Further,
Santos and et.al., (2020) elucidates that factors that influence the satisfaction are climate of the
campus, sense of belongingness, presence of racism/ bullying, cultural backgrounds of students,
validation, impact on persistence, role of academic and social experienced when it comes to a
faith-based institution such as Excelsia. The factors not only impact upon the satisfaction but
also the behaviour of the students, acceptability of changes implemented in the institutions.
QUALITATIVE DESIGN
Research Type: Qualitative
The research type adopted for the conduction of this study is qualitative research. The
objectives of this study 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.
This research type involves collection and analysis of numerical data to understand opinions,
concepts and experiences and are utilised for an in-depth assessment and interpreting insights of
an issue or for generation of ideas for a study (Liu, 2016). It is used to evaluate how people
experience the situation and is flexible while interpreting data, unlike quantitative studies that
come to a black and while conclusion. The approach used in the study is inductive approach
which is used to find search patterns from the observation of the result and developing
explanations using a series of hypotheses. Inductive reasoning is based on learning from
experience, resemblance, irregularities to generate conclusions. The research philosophy used is
interpretivism, in which the researcher performs a particular role in observations and uses
interests and knowledge and views for observation. The data used in the research are both
primary and secondary for evaluating the learning experiences of international students of
Excelsia college. The source of collection of the primary data is through the use of questionnaire
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method and conducting a thematic analysis on the basis of responses. The sampling method used
in the research is purposive sampling technique, where a specific population is selected and
participants are selected on a random basis. The sample size selected is of 20 international
students from different religion, ethnic and cultural backgrounds from multiple nationalities from
Excelsia college who are enrolled into both undergraduate and postgraduate courses. The reason
for selection of the participants was an extensive study from various background to understand
the situation of the learning experience in the college. The questionnaire method was adopted for
a structured way for participants to answer the questions in an effective way from precise and
relevant close-ended questions and asking for suggestions using one open ended question
(Patten, 2016). The method used for contacting the participants was through the administration
department of college campus. The questionnaires were distributed to the participants using
google forms and email. The consent of all the participants were taken appropriately while the
researcher followed all ethical considerations.
ANALYSIS AND FINDINGS
Thematic analysis
Theme 1: Most international students are from china.
Question: What is your nationality?
Particulars Respondents
Indian 4
Chinese 6
Brazilian 3
Nepalese 2
Malaysian 3
Other 2
Total 20
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Interpretation:
From the above pictorial illustration, it could be interpreted that among international
students, most students are from the Republic of China with 30% strength, followed by Indian
students who constitute up to 20% of all international students. The least number of international
students studying in Excelsia university belong to the nations of Nepal and others. The number
of Brazilian students that took part in the research are 3 while students from Malaysia are 2. The
questions that are answered further are based on the experiences of the students from the above
countries and the composition of the sample study is clearly defined.
Theme 2: Most number of students are from undergraduate background
Question: What course are you enrolled in?
Particulars Respondents
Undergraduate courses 13
Post-Graduation courses 7
Total 20
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Interpretation:
According to the research conducted by questionnaires, 65% of the sample participants
were enrolled in the undergraduate courses from the Excelsia College while 35% of the students
were enrolled in post graduate courses. This implies that students who study undergraduate
courses are the primary respondents of the study and expect learning experiences according to
the need of respective courses. Undergraduate students focus more upon practical learning
experiences while post graduates concentrate on getting internships. It can be also inferred that
undergraduate students tend to face new experiences outside home country while post graduate
students are more experienced.
Theme 3: Most students who attend the faith-based college are Christians.
Question: What is your religious background?
Particulars Respondents
Christian 7
Hindu 4
Muslim 4
Buddhist 1
Jewish 1
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Sikh 2
Others 1
Total 20
Interpretation:
According to the above pictorial representation, it can be concluded that most students in the
sample study who attend the faith-based Excelsia college belong from the Christian religious
background, consisting of 35%, followed by 20% Hindu and 20% Muslim students. About 10%
of the students from the sample study belong to Sikh religion. The least percentage of students
belong from the religious background of Jewish and other religions. It can be interpreted from
the data that the international students show a major diversity when it comes to attending a
Christian college, which indicates that there is very less reluctance in attending a faith based
college by internally and religiously diverse students.
Theme 4: Most students prefer emotional engagement activities
Question: What are the experiences among these give you most satisfaction?
Particulars Respondents
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Work integrated learning 2
Electives and core subject offerings 2
Learning support 3
Emotional engagement 6
Practical learning experiences 4
Online blended learning 2
Assessment and feedback 1
Total 20
Interpretation:
From the above pictorial illustration, it can be observed that about 30% of the participants
prefer emotional engagement activities as a part of learning experiences followed by practical
learning experiences. Around 15 % of the students preferred learning support while the least
preferred experiences among participants were work-integrated learning, online blended
learning, electives and core subject offerings and assessment and feedback. This indicates that
international students increasingly desire for a sense of belongingness in the educational
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institution which helps them to adjust in the academic environment and give them high student
satisfaction.
Theme 5: Most students rated the level of satisfaction as 4(good)
Question: On a scale of 1 to 5, 5 being the highest, how would you rate your level of
satisfaction from the college?
Particulars Respondents
1 1
2 3
3 6
4 7
5 3
Total 20
Interpretation:
From the above pictorial representation, it can be interpreted that the greatest number of
participants which is 40 % have rated the level of student satisfaction as 4, which stands for
satisfactory or good while the college has received an average rating from 30% of the students.
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The students who are highly satisfied with the college are 10% while the ones who are not at all
satisfied are 5%. This data indicates that most students are currently satisfied with the learning
experiences provided by the Excelsia college but a major need of improvement is needed.
Theme 6: Most students opted for All of the Above in educational activities
Question: Which of these educational activities are conducted in the college seems most
beneficial to you apart from curriculum?
Particulars Respondents
Workshops 2
Extra-curriculars 2
Certification 3
Internships 3
All of the above 10
Total 20
Interpretation:
From the above pictorial representation, it can be concluded that the greatest number of
international students, i.e. 50% of students pursuing graduate and post graduate courses consider
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all of the educational activities conducted in the college as beneficial, which are certification,
internships, workshops and extra-curricular activities apart from their core subjects and
curriculum. This implies that there is a shift from traditional expectations of education to more
practical and value-added experiences of learning demanded from the international students.
Theme 7: Most student need improvement in analytical and communication skills
Question: Which area do you think the college should improve?
Particulars Respondents
Curriculum 3
Teaching 5
Analytical and communication skills 6
Personal growth 4
Social skills 2
Total 20
Interpretation:
From the above pictorial illustration, it can be interpreted that there is a major need of
improvement in order to inculcate analytical and communication skills in students which can
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help them to enhance their learning experience in Excelsia college. Other areas of improvements
as stated by other participants are teaching methodologies and quality which has to be improved
along with attention to personal growth of the international students. The areas where the college
is performing well in imparting quality learning to international students are social skills and
provision of a robust and all-rounder curriculum.
Theme 8: Personal barrier is a major hindrance in most internal students
Question: What are the hindrances in your learning experience?
Particulars Respondents
Financial problems 5
Unfamiliar living circumstances 3
Personal barriers 6
Cultural and language barriers 4
Racism 2
Total 20
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Interpretation:
From the above pictorial representation, it can be observed that international students
face a diverse range of barriers when they study in foreign country. According to the study, 30%
of the students feel that personal barriers have been a major hindrance for them while financial
problems seem to be another major hindrance experienced by 25% of the students. 20% of
student perceive cultural and language barriers as an issue in getting the best learning experience.
The university can take major steps in helping the international students to reduce their barriers
by increasing engagement activities, inter-cultural seminars, taking steps against any kind of
racism that prevails on the college campus.
Theme 9: Most students are satisfied with the learning experiences on campus
Question: Are you satisfied with the current learning experience provided by the college?
Particulars Respondents
Yes 12
No 8
Total 20
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Interpretation:
According to the pictorial representation above, 60% of the students feel that they are
highly satisfied with the learning experience provided by the Excelsia college while 40% seem
dissatisfied. This indicates that the college needs to majorly implement changes in its student
satisfaction strategy by inculcating more engagement activities, value-added learning
experiences, more emphasis on analytical and communication skills and substantial improvement
in the way lectures are delivered. Other student needs have to be evaluated using feedback
system on a periodical basis.
CONCLUSION
From the above data collection, analysis and findings, it can be concluded that the
Excelsia college needs major improvements and developments in its student satisfaction strategy
and enhancing the learning experience of its international students. Ways in which the college
can improve their quality of education is by creation of an inclusive learning environment,
creating a diverse community and clubs for students, increasing engagement activities, taking
action against racism of any kind, increasing the number of internship opportunities, professional
networking and workshops, certifications and extra-curriculars. Managing mental health issues
can be a major help in improving the student satisfaction along with adopting a comprehensive
approach for internationalisation. A sense of belongingness has to be created for international
students along with improving the quality of education and learning.
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REFERENCES
Books and Journals
Alqurashi, E., 2019. Predicting student satisfaction and perceived learning within online learning
environments. Distance Education, 40(1), pp.133-148.
Ammigan, R. and Jones, E., 2018. Improving the student experience: Learning from a
comparative study of international student satisfaction. Journal of Studies in International
Education, 22(4), pp.283-301.
Annamdevula, S. and Bellamkonda, R.S., 2016. The effects of service quality on student loyalty:
the mediating role of student satisfaction. Journal of Modelling in Management.
Chandra, T., and et.al.,2019. The influence of service quality, university image on student
satisfaction and student loyalty. Benchmarking: An International Journal.
De Fazio, T., 2020. Studying in Australia: a guide for international students. Routledge.
Frawley, T., Goh, E. and Law, R., 2019. Quality assurance at hotel management tertiary
institutions in Australia: An insight into factors behind domestic and international student
satisfaction. Journal of Hospitality & Tourism Education, 31(1), pp.1-9.
Gray, J.A. and DiLoreto, M., 2016. The effects of student engagement, student satisfaction, and
perceived learning in online learning environments. International Journal of Educational
Leadership Preparation, 11(1), p.n1.
Hennink, M., Hutter, I. and Bailey, A., 2020. Qualitative research methods. SAGE Publications
Limited.
Liu, L., 2016. Using Generic Inductive Approach in Qualitative Educational Research: A Case
Study Analysis. Journal of Education and Learning, 5(2), pp.129-135.
Macionis, N., Walters, G. and Kwok, E., 2019. International tertiary student experience in
Australia: A Singaporean perspective. Journal of Hospitality, Leisure, Sport & Tourism
Education, 25, p.100174.
Nanere, M., and et.ala., An Entrepreneurial Case Study from Australia. In Entrepreneurship and
Organizational Change (pp. 167-176). Springer, Cham.
Napitupulu, D., and et.al.,2018, January. Analysis of student satisfaction toward quality of
service facility. In J. Phys. Conf. Ser (Vol. 954, No. 1, p. 12019).
Patten, M.L., 2016. Questionnaire research: A practical guide. Routledge.
Razinkina, E., and et.al.,2018. Student satisfaction as an element of education quality monitoring
in innovative higher education institution. In E3S Web of Conferences (Vol. 33, p.
03043). EDP Sciences.
Ross, B., Ta, B. and Grieve, A., 2019. Placement educators’ experiences and perspectives of
supervising international social work students in Australia. Australian Social
Work, 72(2), pp.188-205.
Santos, G., and et.al.,2020. Understanding social responsibility’s influence on service quality and
student satisfaction in higher education. Journal of Cleaner Production, 256, p.120597.
Shahsavar, T. and Sudzina, F., 2017. Student satisfaction and loyalty in Denmark: Application of
EPSI methodology. PloS one, 12(12), p.e0189576.
Tran, L.T., 2011. Committed, face‐value, hybrid or mutual adaptation? The experiences of
international students in Australian higher education. Educational Review, 63(1), pp.79-
94.
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APPENDIX
Questionnaire
Name:
Age:
Q.1. What is your nationality?
 Indian
 Chinese
 Brazilian
 Nepalese
 Malaysia
 Other
Q.2. What course are you enrolled in?
 Undergraduate courses
 Post-Graduation courses
Q.3. What is your religious background?
 Christian
 Hindu
 Muslim
 Buddhism
 Jewish
 Sikh
 Others
Q.4. What are the learning experiences among these give you most satisfaction?
 Work integrated learning
 Electives and core subject offerings
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 Learning support
 Emotional engagement
 Online blended learning
 Practical learning experiences
 Assessment and feedback
Q.5. On a scale of 1 to 5, 5 being the highest, how would you rate your level of satisfaction from
the college?
 1
 2
 3
 4
 5
Q.6. Which of these educational activities are conducted in the college apart from curriculum?
 Workshops
 Extra-curriculars
 Certification
 Internships
 All of the above
Q.7. Which area do you think the college should improve?
 Curriculum
 Teaching
 Analytical and communication skills
 Personal growth
 Social skills
Q.8 What are the hindrances in your learning experience?
 Financial problems
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 Cultural and language barriers
 Racism
 Personal barriers
 Unfamiliar living circumstances
Q.9. Are you satisfied with the current learning experience provided by the college?
 Yes
 No
Q.10.What are your suggestions for the college in order to increase the satisfaction of the
students?
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