Investigating attributes of international students’ satisfaction in private universities in the Klang Valley, Malaysia

by Cheok Mui Yee and Benjamin Chan Yin Fah

International Journal of Management, Accounting, Governance and Education 2022, Volume 1, Issue 3


The government of Malaysia has spent a substantial effort to attract international students to pursue their tertiary education in Malaysia. As such, there is a need to ensure that students are satisfied with the quality of services provided by universities in areas of physical facilities or even customer service, for instance. However, there has been insufficient evidence that examined the dimension of service quality and international students’ satisfaction in the context of the education industry, as past researchers focused this area of research mostly in the commercial sectors. Hence, this study investigated the influence of the dimension of service quality on international students’ satisfaction in private universities in the Klang Valley, Malaysia. A total of 376 survey questionnaires were collected from major private universities located in Selangor and Wilayah Persekutuan Kuala Lumpur using the random sampling approach. After analyzing the data using statistical software, the empirical result showed that reliability of service, assurance of service, staff’s responsiveness, staff’s empathy as well as tangibility of universities influenced the satisfaction of service provided to international students. By integrating these attributes into students’ studying experience, t private educators would be able to further improve the enrolment of international students into Malaysian private universities.

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