The reasons behind increased exchange cancellations : does support services matter? Case International Mobility Services at Oulu University of Applied Sciences

Abstract

At Oulu University of Applied Sciences, an increasing number of students accepted for long-term student exchange are cancelling their plans prior to departure. This thesis, commissioned by International Mobility Services at the Oulu University of Applied Sciences, investigates the underlying reasons for these cancellations and evaluates the current support services provided to outbound exchange students.

Using quantitative research approach, this thesis uses information from an online questionnaire targeting students who cancelled their exchange. The purpose of the questionnaire is to give answers to the research question What are the reasons why students decide to cancel their participation in exchange?, and how satisfied the students were with services provided by International Mobility Services. The research identifies key factors influencing cancellations and a customer journey map is used to visualize the entire exchange and service process from both students and service providers point of view.

Theoretical framework of this thesis is based on outbound student mobility in higher education institutions and service development. It explores challenges and motivations related to student mobility and also reviews the support services provided for student going abroad and suggests practical ways to improve the service process. Suggested improvements are aimed strengthen students’ commitment to studying abroad, reduce cancellations, and increase participation in student exchange programs.

The reasons why students cancelled their exchange were multifaceted, but were often related to financial constraints, health concerns and lacking support from student’s degree programme. It was noticeable that students had difficulty to distinguish who is responsible for which area of the exchange process and therefore information gathered enabled this thesis to provide development proposals not only for International Mobility Services, but also other parties involved. Considering the reasons for cancellations and the development proposals it is clear that support services can impact the number of students exchange cancellations to some extent.