Mediating Role of Service Quality in the Relationship Between Self-Determined Study Abroad Motivations and Satisfaction

Abstract

This current research explores the relationships among self-determined study abroad motivations, perceived service quality and satisfaction in the field of international higher education. A sample of 426 international students from 56 countries was analyzed via PLS-SEM. The results show that self-determined motivations positively affect satisfaction, and that perceived service quality partially mediates the effect of self-determined motivations on satisfaction. This research is unique as it provides quantitative evidence that the influence of self-determined study abroad motivations on satisfaction through perceived service quality as a partial mediator is 70% stronger (ß=0.202) than the direct influence (ß=.119) of these motivations on satisfaction. Students who had a higher level of self-determined motivation rated service quality dimensions higher and subsequently were more satisfied with their experience at the host university and in the host country. Our insights may help higher education institutions customize their study abroad experience through understanding motivations and service quality requirements.