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Stenden University – International Hotel ManagementBachelor Thesis
Measuring Stenden University student satisfaction during the pre-departure phase:
A study of service quality in the Grand Tour department
Bianca Vrajitoru, 354872
Submitted in Partial Fulfilment of the Requirements of the degree Program Bachelor
of Business Administration (Hotel Management)
Supervisor of the Bachelor Thesis: Elizabeth Cutler
Leeuwarden, the Netherlands
,Declaration own work
Declaration
I composed this work myself.
This work has not been accepted in any previous application for a degree or diploma,
by me or anyone else.
The work of which this is a record has been done wholly by myself.
All verbatim extracts have been distinguished by quotation marks and the sources of
information have been specifically acknowledged.
,Abstract
194 words
Purpose – The scope of this research paper was to determine the level of service
quality provided by the Grand Tour department towards the Grand Tour candidates as
well to measure the satisfaction, and the expectations of the students choosing to
study abroad via this program.
Methodology – This paper used a survey mainly composed of closed questions, but
also few open-ended questions were included, using quantitative analysis in order to
understand the perceptions of the students about the Grand Tour program.
Findings - The main findings of the study were that the students were somewhat
satisfied with the program, however they missed reliable information, certain facilities
upon arrival and at the campus and visa assistance; they expected promptness,
communication skills as well as food and living conditions in concordance with the
costs they paid.
Recommendations – Improvements on service should be considered based on the
findings; more researches should be done every semester as to stay up to date to the
needs and expectations of the candidates.
Value – This research is significant for the Grand Tour employees in order to improve
their service quality and meet the needs and expectations of the students willing to
study abroad.
Keywords Service quality, Customer satisfaction, Study abroad
, Table of Contents
Abstract................................................................................................................................. 3
List of Tables and Figures............................................................................................... 5
Chapter 1: Introduction................................................................................................... 6
Chapter 1.1 Topic description & Context........................................................................... 6
1.1.1 Context and rationale for the study..................................................................................... 6
1.1.2. Problem description................................................................................................................. 6
1.1.3. Purpose and relevance of the study.................................................................................... 7
1.2 Literature Review.............................................................................................................. 7
International Student Mobility concepts...................................................................................... 7
Service quality key concepts.............................................................................................................. 8
Customer expectations of service.................................................................................................... 9
Pre-departure assumptions and concerns................................................................................ 10
1.3 Factors with impact towards the satisfaction of Grand Tour candidates......12
1.4 Project Definition............................................................................................................ 13
Chapter 2: Method........................................................................................................... 14
2.1 The choice of the research design.............................................................................. 14
2.2 Instrument......................................................................................................................... 14
2.3 Population, sample, sampling method...................................................................... 15
2.4 Data collection.................................................................................................................. 15
2.5 Data analysis..................................................................................................................... 16
2.6 Ethical issues..................................................................................................................... 16
Chapter 3: Results........................................................................................................... 16
Chapter 4: Discussion.................................................................................................... 22
4.1. Limitations........................................................................................................................ 23
4.2. Conclusion........................................................................................................................ 24
4.3. Reflection on the Management Project research process..................................25
Chapter 5: Recommendations..................................................................................... 26
5.1. Recommendations for business practice................................................................ 26
5.2. Recommendations for further research.................................................................. 26
Reference list.................................................................................................................... 27
Appendices........................................................................................................................ 30
Appendix 1: Work plan......................................................................................................... 30
Appendix 2: Survey................................................................................................................ 30
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