School of Foreign Languages, China Three Gorges University, Yi Chang City, Hubei Province, China.
China Three Gorges University, Yi Chang City, Hubei Province, China.
PLoS One. 2020 Jul 6;15(7):e0233546. doi: 10.1371/journal.pone.0233546. eCollection 2020.
Research studying into student satisfaction has been developing in the light of customer satisfaction theory which considers perceived value and quality as important predictors of student satisfaction. But the importance of value co-creation is very much overlooked. Hence this study intends to examine the relationship between perceived value, perceived quality, value co-creation, student satisfaction, complaint and loyalty to give a picture of how perceived value, perceived quality and value co-creation are important predictors of student satisfaction. Partial least square structural equation modelling is adopted to analyse responses from a survey of international students in a Chinese university. Results indicate that perceived value, perceived quality and value co-creation are determinants of student satisfaction which positively influences loyalty and negatively influences complaint. Finally, the research notes that more resources should be dedicated to engaging international students to participate in on-campus management and service work to improve international student studying experience.
研究学生满意度的研究是在客户满意度理论的基础上发展起来的，该理论认为感知价值和质量是学生满意度的重要预测指标。但是，价值共创的重要性却被严重忽视了。因此，本研究旨在探讨感知价值、感知质量、价值共创、学生满意度、抱怨和忠诚度之间的关系，以了解感知价值、感知质量和价值共创如何成为学生满意度的重要预测指标。本文采用偏最小二乘结构方程模型对一所中国大学的国际学生进行的调查进行了分析。结果表明，感知价值、感知质量和价值共创是学生满意度的决定因素，学生满意度对忠诚度有积极影响，对抱怨有消极影响。最后，研究指出，应该投入更多的资源，让国际学生参与到校园管理和服务工作中来，以提高国际学生的学习体验。
