Comparing service quality among EU and international postgraduate management students

Relatively little has been concluded regarding the impact of price fee differentials in a service quality and higher

educational context, particularly among postgraduate students. In response the paper reports on an investigation to

directly compare EU and international students: the former paying significantly less in course fees than the latter.

The findings reveal a consensus from non-EU students that UK higher education’s historical reputation, high fees,

and knowledge of the UK (or a lack of it) were factors that led to high expectations. EU students in general have

more knowledge and experience of the UK which leads to more realistic expectations. There was some agreement

among the sample that education in the UK is similar in quality to elsewhere in Europe. Overall, perceptions of

service are not influenced by price, but are more related to whether or not students pay themselves. Hence,

despite paying considerably less, EU students tend to have lower overall perceptions of the quality of service compared

with international students. In contrast international students appear more tolerant in terms of service provision

and are less inclined to voice complaints. Several managerial recommendations are extracted, and directions

for future research suggested.