Developing Multichannel, Cross-border Customer Service

Abstract

The major goal of the research was to determine the perspective and satisfaction towards multichannel cross-border customer service and qualitative admission process for international students. Likewise, this study was composed to investigate the usage of current communication channels and explore the potential needs of overseas undergraduates.

This final thesis focused on running and planning a students’ satisfaction survey and reviewing the data and results received from the survey.

Theories about educational institution admission services and procedures, the international impact on Finnish economy, multichannel services overview, customer satisfaction and experience fundamentals were intently observed to create a consistent theoretical foundation to build this research.

In practical scope, the survey was quantitative and was designed as an Internet questionnaire and sent to foreign students of Savonia University of Applied Sciences. The questionnaire involved questions to identify the research objectives and goals. The final results show that most of the students seem to be slightly satisfied with the admission services of Savonia UAS. The international students’ central concerns were the English proficiency of admission personnel and the communication channels while applying to the programmes.

Alternatively, interview with Savonia Admission Services was conducted as a qualitative method to specify the current situation of the Savonia UAS admission process for the foreign students. Data from external sources was used to supplement reliability of the research and endorse the study findings.