Exploring the Dynamics of Student Perception of Administrative and Support Services in Higher Education

Abstract

This research provides a comprehensive understanding of international students' experiences in Philippine HEIs, offering valuable insights for institutions to enhance administrative services and support mechanisms for this diverse demographic. This mixed-methods study delved into the dynamics of international students' experiences in higher education institutions (HEIs) in the Philippines, with focus on visa application, admission, enrolment, instructional delivery, awareness of support services, satisfaction levels, and coping mechanisms. Drawing insights from 234 international students across two universities in Baguio City, the findings underscore the positive perceptions of students in critical areas. Notably, the visa application, admission, enrolment efficiency, and instructional delivery all received strong agreement, indicating a high level of satisfaction among the international student population. A nuanced awareness pattern emerges, with a notable discrepancy between traditional support services (such as library materials and medical services) and online services (including networking events and free campus internet). While the overall satisfaction with support services is evident, the dissatisfaction with free campus internet services stands out as a specific concern. The findings indicate a diversity of strategies, from self-care and positive reframing to engagement with social media and seeking guidance from teachers and school counsellors used as coping strategies utilized by students. However, the prevalence of entertainment-focused coping mechanisms, such as watching movies and television, signals the importance of a holistic approach to student well-being beyond academic support.  Institutions are recommended to focus on refining communication strategies for online services and addressing specific concerns raised by students. Additionally, fostering a supportive environment that recognizes and accommodates the diverse needs of international students is crucial.