Determinants Influencing International Students’ Satisfaction and Loyalty in Malaysian Private Universities (original) (raw)
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The purpose of this paper is to examine the relationship between service quality, student satisfaction, university reputation, and student loyalty in the International Islamic University Malaysia (IIUM). This study aims to improve our understanding of student loyalty and to highlight the effect of student satisfaction, service quality, and brand image in building student loyalty towards IIUM. Data were randomly collected from 160 students studying in IIUM during the 2012/2013 academic session. Data analysis encompasses descriptive analysis, reliability analysis, exploratory factor analysis (EFA), correlation, and regression analysis. The data resulted in acceptably high reliability. The result indicates that all independent variables have significant impact on student loyalty. All three hypotheses were supported. This study is set to assist institutions of higher education to identify improvements in the service delivery process by identifying different aspects of service quality, b...
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This study was conducted to examine the effects of student’s satisfaction on student’s trust, social identification, and loyalty amongst international students in Malaysian public higher institutions. It was conducted due to low research outputs on these variables among international students in Malaysia. A theoretical literature review was conducted, and an adapted survey of Student Loyalty Model was used to collect the data from four public universities in Malaysia, while regression analysis was performed to check for the effect of satisfaction on other variables. The findings showed that student’s trust, social identification, and loyalty can predict student’s satisfaction. International student satisfaction has a strong effect on trust (B=0.401), but a weak effect on social identification (B=0.220) and loyalty (B=0.131). The results indicated that the gaps in international students’ satisfaction can be minimized by improving the aspects of student loyalty and identification with...
Malaysia is changing its market/ industry status from a commodity-based to knowledge-based economy driven by knowledge creation, innovation and development. Teaching is one in every of the information-based industries that sells knowledge through the availability of academic services to local and international students. It has been observed that in most of the private institutions in Malaysia, 10% to 12% students are from overseas (MOHE, 2012). The current study attempts to identify the satisfaction level of international students, the determinants of satisfaction for international students and the relationship between satisfaction and student loyalty. The study was based on the School of Hospitality, Tourism and Culinary Arts (HTCA) at Taylor's University, Malaysia. Seven (7) independent factors-'Administrative Aspects', 'Academic Aspects', 'Reputation', 'Tangibles', 'Access', 'Program issues' and 'Career Prospects' were used to evaluate two (2) dependent factors-'Satisfaction' and 'Loyalty'. Quantitative research approach, on-site survey was conducted with 275 international students studying in HTCA on the basis of a non-probability convenience sampling technique. Findings report that the current study was found to be reliable and the measurement scale had reliability more than the required aggregate level, cutoff point .70, except for one dependent factor 'Loyalty'. Four determinant factors named as Reputation, Access, Program Issues and Career Prospects were found to be determinant factors for satisfaction of international students in HTCA with an average of 3.5 on a 5-point Likert scale and 40% students would like to continue for further studies at HTCA. It was also found that Satisfaction exerts positive significant effect of 57% on Loyalty.
The Challenges of Student Satisfaction and Student Loyalty in Malaysian University
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The approach to building university image deals with student trust, student satisfaction, and student loyalty. However, few studies are available on university image context and its role on student loyalty. University image is considered a vital component of the educational sectors' success in recent years. With the current increase in public and private universities across Malaysia, the academic industry has become increasingly competitive. The circumstance necessitates Universities to focus their energies on creating a positive corporate image by increasing student loyalty. Trust and satisfaction play an essential role in order to achieve and maintain student loyalty. The research also reviewed the relationship between student trust and student satisfaction to establish their relationship with student loyalty.
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Student (customer) satisfaction assessment is vital in determining service quality in Universities. In order to remain competitive, the universities continuously acquire, maintain and build stronger relationships with students. Getting international students to Universities now become a mirage. To what extend the passed out and passing out students asses the quality of services offered by the university and spread it through word of mouth, that determine the international students interest to take admission in International Universities. The main purpose of this paper is to evaluate students" satisfaction on services provided by Universities in the Northern region of Malaysia. This particular study concentrates on passed out and passing out international students of 5 universities in the Northern part of Malaysia. These Universities are University Malaysia Perlis, Kolej Universiti Insaniah, Universiti Sains Malaysia, Albukhary International University, and University of Utara. The study made use of proportionate probabilistic sampling size (PPSS) to arrive at representative sample size. The study considered 320 students from all of these universities. The study observed significant relationship between the five dimensions of service quality (tangibility, reliability, responsiveness, assurance and empathy) or SERVQUAL and students" satisfaction. The findings generally indicate that the majority of students are satisfied with the facilities provided by UNIVERSITIES. Such findings should help the universities in the Northern part of Malaysia to make better strategic plan as to enhance students" satisfaction during their academic tenure and attract more students to respective universities. equivalent total figures (UCAS, 2006) suggest that overseas students represent about 16 per cent of acceptances onto programmes, rising from 11 per cent in 1996. Service quality is very important as it can become as one of an organization competitive advantage . With such competitive advantages should enable universities to offer innovative curriculum, student learning environment besides reducing cost of doing business. In particular the purpose of this research is to determine the relationship between service quality and students" satisfaction at higher educational institutions in Malaysia.
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A Study of Influenced Factors toward Student Loyalty Among Private Universities in Kedah
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Up to half of Malaysia's private higher education institutions could be forced to close if the country's private higher education sector were to collapse, leaving only those with substantial financial support to remain open. More than half of the country's small businesses have shut down due to the Covid-19 coronavirus, which has almost likely pushed the country into recession. This has worsened the prognosis for the already troubled university sector. Hence, student loyalty is another proven solution in combating these challenges. The purpose of this research is to look into and analyse the impact of service quality, university image, student satisfaction, and loyalty at private universities in Kedah, Malaysia. As this paper is a pilot study, therefore 150 questionnaires were distributed to target respondents. SPSS was used to analyse the 86 samples of private university students in the northern region of Malaysia. Findings postulate that only service quality, commitmen...
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International student enrolments make a vital economic contribution to higher educational institutions (HEIs). Because of the importance of international students to HEIs, a number of studies have emerged examining the subject of international students in relation to their living experiences, attitudes and behaviour. However, very few studies have examined international students' overall satisfaction with their university experience. The objective of this paper is to examine international student satisfaction and behavioural intention within a Malaysian HEIs. A conceptual framework is presented that provides an explanation of the linkage among international students' satisfaction with six service factors in Malaysian universities, overall satisfaction to university and behavioural intentions (e.g. intention to spread positive word of mouth about their university to others, intention to re-enrol with their university and willingness to recommend their university to others). Implication of the study to management of Malaysian HEIs and overall conclusion are also presented at the end of the paper.
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This study is conducted to examine the relationship between quality service and students’ satisfaction based on the perceptions of international students in Malaysian public universities. The questionnaire used was adapted from ServQual and Customer Satisfaction instruments. Using the mean scores, Cronbach Alpha, correlation matrix, and regression analysis, the findings indicated moderate positive perceptions of overall university quality service and satisfaction with a low level of satisfaction for some dimensions of quality service such as empathy and assurance. This gap can be minimized by improving the issues of trust, courtesy, and responsiveness of university service with more focus on the emotional aspects and human connection in delivery service.
The Journal of Management Theory and Practice (JMTP), 2021
The conceptualization of issues patterning to student perceived value, service quality, loyalty and student satisfaction is a new mainstream approach for the institution of higher learning in Malaysia. These issues and challenges remain unobserved in past studies. Given the noteworthy of student dissatisfaction and disloyalty in universities, this conceptual study analyzes and discuss various issues as it influences higher institutions, student and highlight some facts with conclusions patterning to service quality. Implications and conclusions are presented and this paper will make some contributions in the respective research area on higher institutions.