International student support service components that add value from the student’s perspective: the case of Indian higher education

Abstract

To attract and retain international students, institutional support services at Asian universities must add value from the student’s perspective. This study aims to explore international students’ experiences at Indian higher education institutions and understand their thoughts on how the university’s International Student Office (ISO) could best support them. Data was collected from 11 students. Eight participated in individual in-depth interviews and three in a small focus group discussion (international: n = 10 and non-resident Indian: n = 1). A qualitative thematic analysis was employed to extract themes that describe international student experiences and the role of the institutional support services i.e., the ISO. Grounded in the consumer value concept, this study discusses four emergent themes. These are ISO support during the stressful initial transition phase, overcoming language-related issues, mitigating cultural differences and envisaging an ISO that is organised for usage. Findings indicate that the students’ perceived value of institutional support provision is a multidimensional construct comprising attributes that capture sought-after outcomes, experiences, and interactions. This study proposes a consumer-centric framework by which international student support services at the university may offer more effectiveness and value.

Keywords

• University
• international student office
• international student support
• desired consumer value
• Indian higher education
• Anatoly Oleksiyenko, The Education University of Hong Kong Faculty of Education and Human Development, Hong Kong