The views of international students regarding university support services in Australia: a case study

Pamela Anne Roberts, Duncan Boldy, Katie Dunworth

Research output: Contribution to journalArticle

8 Citations (Scopus)

Abstract

This paper reports on a study aimed at developing an improved understanding of the support needs of international students. Using a case study approach at one Australian university, a three stage data collection process was adopted: interviews with key support service providers in the university, student focus groups, and a large-scale survey. Emphasis was placed on identifying the issues that are significant to international students in terms of their study experience, the services they consider as valuable and the factors that contribute to take-up. The findings reveal that, while most respondents felt that the range of support services provided is appropriate, current services could be improved by offering a more student-centred service structure and delivery. Issues identified as influencing service use include the institutional culture, perceived importance and awareness of services, the quality of information provided about those services, ease of access, timeliness of service provision and cost.

Original languageEnglish
Pages (from-to)122-137
Number of pages16
JournalInternational Education Journal
Volume14
Issue number3
Publication statusPublished - Dec 2015

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Keywords

  • Case study method
  • International students
  • Student-centred
  • Support services

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