Keywords were used to categorize the issues that were extracted from the data. For example, Instructors’ Behavior; Academic Standards were our key terms for “Some Thai instructors speak a lot of Thai”, Student-Faculty Relations was chosen as the key term for “Lack of interaction between instructors and students”, Learning Environment; Student Behavior was used for “Much talking by students during classes”, and Services; Staffing for “Lack of English-speaking personnel at other BU departments”. These were then categorized either as leading to positive or negative of feelings towards the institution. To cite some examples, “Low English level for some Thai instructors”, “Lack of interaction between instructors and students”, “Complaints about registration process”, or “Lack of activities for students” would presumably lead to negative feelings; while on the other hand, “Helpful friends”, “Good services from instructors and officers” and “Convenient location of city campus” would be taken as positive.