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Abstract
During the past decade, tertiary education providers in the English-speaking Western world have enjoyed the significant economic and societal benefits that result from a substantial level of participation by students originating from the People's Republic of China. However, a sharp decline in student numbers between 2003 and 2007 has prompted many institutions to question the extent to which their educational products and services are appropriate to the needs of this important market segment. This paper examines the experiences of 160 Chinese students at a New Zealand tertiary institution, and concludes that their impressions of quality are formed by a range of contributing service dimensions that incorporate both `hard' and `soft' elements. Analysis of the scope, scale and importance of these dimensions indicates that, while programme content and tuition quality remain vitally important to Chinese students, institutional performance could benefit from a greater degree of emphasis on the students' interpersonal experiences while studying abroad.
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