Upgrading SAMK’s International Services First Year International Students Expectations after Arrival at SAMK
Gyawali, Nabina (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024123138203
https://urn.fi/URN:NBN:fi:amk-2024123138203
Tiivistelmä
The objective of the thesis was to analyze and find the solutions for the international relations office which services to offer the new international students. This research was done to find and provide a clear picture for the international office. The research analyses the satisfaction level, expectations, and experience of the international students about the service they perceived.
The mixed-research method, focused on both qualitative and quantitative research methods, collected actual data using a survey via Microsoft 365 form. The primary focus of the research was qualitative research with back-up support from quantitative data by enhancing the perception obtained from qualitative findings. Additionally, the digital survey was conducted for first-year international students (295 students) starting from (03.12.2024-14.12.2024). The survey received 24 responses. The author probed the recommendations through service design to improve the service experience of international students.
SWOT analysis, customer journey map, service blueprint, and recommendation with solution ideas were developed and analyzed with the help of survey responses from students. The author believes the international office will get a deep understanding of their current service from this thesis outcome and will get an idea of what to improve and develop in a new way.
The mixed-research method, focused on both qualitative and quantitative research methods, collected actual data using a survey via Microsoft 365 form. The primary focus of the research was qualitative research with back-up support from quantitative data by enhancing the perception obtained from qualitative findings. Additionally, the digital survey was conducted for first-year international students (295 students) starting from (03.12.2024-14.12.2024). The survey received 24 responses. The author probed the recommendations through service design to improve the service experience of international students.
SWOT analysis, customer journey map, service blueprint, and recommendation with solution ideas were developed and analyzed with the help of survey responses from students. The author believes the international office will get a deep understanding of their current service from this thesis outcome and will get an idea of what to improve and develop in a new way.