Determinants international student's satisfaction in UUM

Nowadays, higher education is becoming increasingly globalized and internationalized. The number of international students studying in Malaysian institution of higher education is continuously growing. International students contribute their own success, campus diversity, campus internationalization...

Full description

Saved in:

Bibliographic Details
Main Author:	Ong, Chee Hui
Format:	Thesis
Language:	eng eng
Published:	2014
Subjects:	LB2300 Higher Education
Online Access:	https://etd.uum.edu.my/4059/1/s814542.pdf https://etd.uum.edu.my/4059/2/s814542_abstract.pdf
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-uum-etd.4059
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Ismail, Ahmed Rageh
topic	LB2300 Higher Education
spellingShingle	LB2300 Higher Education Ong, Chee Hui Determinants international student's satisfaction in UUM
description	Nowadays, higher education is becoming increasingly globalized and internationalized. The number of international students studying in Malaysian institution of higher education is continuously growing. International students contribute their own success, campus diversity, campus internationalization and also economic of Malaysia. However, decreasing number of international students in UUM show a declining trends compare with the increasing number of international students in Malaysia. So, the purpose of the study is to examine the determinants of international student’s satisfaction.There is a large body of research on student satisfaction and factors leading to student satisfaction. However, this study will focus only on all the international students in UUM, total 2053 international students in different education level and from different countries. This study is a quantitative research, a questionnaire has been developed and an online survey was used. A total of 178 usable responses were received and regression analysis is using to analyze the data.This study develops and tests a model of international student satisfaction. The findings indicate the importance of service quality related to both educational and non-educational services varies among nationality groups, therefore has a differential impact on student satisfaction. Eight factors that have been investigated in the study is accommodation, economic consideration, safety, education, technology, social, image and prestige and culture integrated. The eight factors were adopted from previous research by Arambewela & Hall (2009) and Akiko (2008).
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Ong, Chee Hui
author_facet	Ong, Chee Hui
author_sort	Ong, Chee Hui
title	Determinants international student's satisfaction in UUM
title_short	Determinants international student's satisfaction in UUM
title_full	Determinants international student's satisfaction in UUM
title_fullStr	Determinants international student's satisfaction in UUM
title_full_unstemmed	Determinants international student's satisfaction in UUM
title_sort	determinants international student's satisfaction in uum
granting_institution	Universiti Utara Malaysia
granting_department	Othman Yeop Abdullah Graduate School of Business
publishDate	2014
url	https://etd.uum.edu.my/4059/1/s814542.pdf https://etd.uum.edu.my/4059/2/s814542_abstract.pdf
_version_	1776103629476855808
spelling	my-uum-etd.40592022-12-28T00:39:23Z Determinants international student's satisfaction in UUM 2014 Ong, Chee Hui Ismail, Ahmed Rageh Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business LB2300 Higher Education Nowadays, higher education is becoming increasingly globalized and internationalized. The number of international students studying in Malaysian institution of higher education is continuously growing. International students contribute their own success, campus diversity, campus internationalization and also economic of Malaysia. However, decreasing number of international students in UUM show a declining trends compare with the increasing number of international students in Malaysia. So, the purpose of the study is to examine the determinants of international student’s satisfaction.There is a large body of research on student satisfaction and factors leading to student satisfaction. However, this study will focus only on all the international students in UUM, total 2053 international students in different education level and from different countries. This study is a quantitative research, a questionnaire has been developed and an online survey was used. A total of 178 usable responses were received and regression analysis is using to analyze the data.This study develops and tests a model of international student satisfaction. The findings indicate the importance of service quality related to both educational and non-educational services varies among nationality groups, therefore has a differential impact on student satisfaction. Eight factors that have been investigated in the study is accommodation, economic consideration, safety, education, technology, social, image and prestige and culture integrated. The eight factors were adopted from previous research by Arambewela & Hall (2009) and Akiko (2008). 2014 Thesis https://etd.uum.edu.my/4059/ https://etd.uum.edu.my/4059/1/s814542.pdf text eng public https://etd.uum.edu.my/4059/2/s814542_abstract.pdf text eng public masters masters Universiti Utara Malaysia Adelegan, F., & Parks, D. (1985). Problems of transition for African students in an American university. Journal Of College Student Personnel, 26 (6) 504-508. Akiko, O. (2008) INTERNATIONAL STUDENTS' SATISFACTION ON CAMPUS. Doctor of Philosophy. Claremont Graduate University. Aliaga, M., & Gunderson, B. (2002). Interactive Statistics (2nd ed.). Prentice. Altbach, P., & Peterson, P. (2007) Higher education in the new century: Global challenges and innovative ideas. Chestnut Hill, MA: Centre for higher Education, Boston College (1st ed.). Sense Publishers. Altbach, P. (2008). The complex roles of universities in the period of globalization. Palgrave Macmillan. Altbach, P. , Reisberg, L. and Rumbley, L. (2009). Trends in Global Higher Education: Tracking an Academic Revolution, a report prepared for the UNESCO 2009 World Conference on Higher Education. [online] Unesdoc.unesco.org. Available at: http://unesdoc.unesco.org/images/0018/001831/183168e.pdf. [Accessed 7 Dec. 2013]. Anderson, E., & Sullivan, M. (1993) The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12(2), 125--143. Anderson, E. , Fornell, C., & Lehmann, D. (1994). Customer satisfaction, market share, and profitability: findings from Sweden. The Journal Of Marketing, 53--66. Arambewela, R., & Hall, J. (2009). An empirical model of international student satisfaction. Asia Pacific Journal Of Marketing And Logistics, 21(4), 555--569. Arambewela, R., Hall, J. and Zuhair, S. (2006). Postgraduate international students from Asia: Factors influencing satisfaction. Journal of Marketing for Higher Education, 15(2), pp.105--127. Ayoubi, R. and Al-Habaibeh, A. (2006). An investigation into international business collaboration in higher education organisations: A case study of international partnerships in four UK leading universities. International Journal of Educational Management, 20(5), pp.380--396. Ayoubi, R.M. and H.K. Massoud, 2007. The strategy of internationalisation in universities. International Journal of Educational Management, 21(4). Banwet, D., & Datta, B. (2003). A study of the effect of perceived lecture quality on post-lecture intentions. Work Study, 52(5), 234--243. Barnett, G., & Wu, R. (1995). The international student exchange network: 1970 & 1989. Higher Education, 30(4), 353--368. BEERKENS, E. (2007). Global Opportunities and Institutional Embeddedness: Cooperation in Higher Education Consortia. Public-Private Dynamics In Higher Education: Expectations, Developments And Outcomes. Bielefeld: Transcript Verlag, 247--270. Beltyukova, S., & Fox, C. (2002). Journal of College Student Development. Student Satisfaction As A Measure Of Student Development: Towards A Universal Metric, 43(2), 161-172. Bond, S., & Bowry, C. (2002). Connections & complexities (1st ed.). Winnipeg: Centre for Higher Education Research and Development, University of Manitoba. Braxton, J. M. (2003). Student success. In Komives, S.R., Woodard, Jr. D.B. & Associates Eds.), Student services. (4th ed., pp. 317-335). San Francisco: Jossey-Bass. Burke, B. (1986). Experiences of overseas undergraduate students , Bullentin No, 18 (1st ed.). Kensington, N.S.W.: Student Counselling and Research Unit, University of New South Wales. Chen, L. (2008). Internationalization or international marketing? Two frameworks for understanding international students' choice of Canadian universities. Journal Of Marketing For Higher Education, 18(1), 1--33. Clemes, M., Gan, C., Kao, T., & Choong, M. (2008). An empirical analysis of customer satisfaction in international air travel. Innovative Marketing, 4(2), 50--62. Conant, J., Brown, J., & Mokwa, M. (1985) Students are important consumers: Assessing satisfaction in a higher education context. Journal Of Marketing Education, 7(2), 13--20. Creswell, J. (2003). Research design (1st ed., p. 4). Thousand Oaks, Calif.: Sage Publications. Das, A., Chow, S. and Rutherford, B. (1986). The counseling needs of foreign students. International Journal for the Advancement of Counselling, 9(2), pp.167--174. Davies, R. (2007) "Traditional education not that bad", The Jakarta Post, 14 April. De Mooij, M. and Hofstede, G. (2002). Convergence and divergence in consumer behavior: implications for international retailing. Journal of retailing, 78(1), pp.61--69. Denver, CO, (1997). “The student satisfaction andretention model(SSRM),”. Working Paper. University of Colorado. DeShields Jr, O., Kara, A. and Kaynak, E. (2005). Determinants of business student satisfaction and retention in higher education: applying Herzberg's two-factor theory. International journal of educational management, 19(2), pp.128--139. Douglas, J., Douglas, A. and Barnes, B. (2006). Measuring student satisfaction at a UK university. Quality assurance in education, 14(3), pp.251--267. Elliott, K. and Shin, D. (2002). Student satisfaction: An alternative approach to assessing this important concept. Journal of Higher Education Policy and Management, 24(2), pp.197--209. Evans, J. and Collier, D. (2007). Operation Management. 1st ed. Canada: SOUTH-WESTERN CENGAGE LEARNING, p.11. Fedorikhin, A. and Cole, C. (2004). Mood effects on attitudes, perceived risk and choice: Moderators and mediators. Journal of Consumer Psychology, 14(1), pp.2--12. Ford, J., Joseph, M. and Joseph, B. (1999). Importance-performance analysis as a strategic tool for service marketers: the case of service quality perceptions of business students in New Zealand and the USA. Journal of Services Marketing, 13(2), pp.171--186. Friesen, R. (2011). Canadian university internationalization. 1st ed. pp.1-25. Gabel, D. (1994). Handbook of research on science teaching and learning. 1st ed. New York: Macmillan. Gamage, D., Suwanabroma, J., Ueyama, T., Hada, S. and Sekikawa, E. (2008). The impact of quality assurance measures on student services at the Japanese and Thai private universities. Quality assurance in Education, 16(2), pp.181--198. Garland, P. and Grace, T. (1994). New Perspectives for Student Affairs Professionals: Evolving Realities, Responsibilities and Roles. ERIC Digest. ERIC. Geall, V. (2000). The expectations and experience of first-year students at City University of Hong Kong. Quality in Higher Education, 6(1), pp.77--89. Gornitzka, A. and Langfeldt, L. (2008). Borderless knowledge Understanding the "New" Internationalisation of Research and higher education in Norway. 1st ed. Springer, pp.171-184. Gruber, T., Fuss, S., Voss, R. and Gl"aser-Zikuda, M. (2010). Examining student satisfaction with higher education services: Using a new measurement tool. International Journal of Public Sector Management, 23(2), pp.105--123. Hammons, L., Lee, Y., Akins, R., Somasundaram, U. and Egan, T. (2004). An Evaluation Case Study of an International Student Services Office: Assessing Satisfaction and Productivity. Online Submission. Hanaysha, J., Abdullah, H. and Warokka, A. (2011). Service Quality and Students’ Satisfaction at Higher Learning Institutions: The Competing Dimensions of Malaysian Universities’ Competitiveness. Journal of Southeast Asian Research, 1. Harrison, E. (2009). What constitutes good academic advising? Nursing students' perceptions of academic advising. The Journal of nursing education, 48(7), pp.361--366. Hartman, D. and Schmidt, S. (1995). Understanding student/alumni satisfaction from a consumer's perspective: the effects of institutional performance and program outcomes. Research in Higher Education, 36(2), pp.197--217. Hearn, J. (1985). Determinants of college students' overall evaluations of their academic programs. Research in Higher Education, 23(4), pp.413--437. Hill, F. (1995). Managing service quality in higher education: the role of the student as primary consumer. Quality assurance in education, 3(3), pp.10--21. Ilias, A., Hasan, H. and Rahman, R. (2009). Student Satisfaction and Service Quality: Any Differences in Demographic Factors?. International Business Research, 1(4), p.131. Ismail, A., Abdullah, M. and Francis, S. (2009). Exploring the relationships among service quality features, perceived value and customer satisfaction. Journal of Industrial Engineering and Management, 2(1), pp.230--250. James, R., Baldwin, G., McInnis, C. and others, (1999). Which University?: The factors influencing the choices of prospective undergraduates. Department of Education, Training and Youth Affairs. Jean, P. (2014). Student Satisfaction with International Student Support Services at a Mid-Atlantic University. Doctor of Business Administration. Wilmington University. Jeng, L. (2005). University and Student Services: Satisfaction and Im portance From the Perspective o f Students and Faculty at The University o f Idaho. Degree o f Doctor o f Philosophy. University o f Idaho. Padlee, S. and Yaakop, A. (n.d.). SERVICE QUALITY OF MALAYSIAN HIGHER EDUCATIONAL INSTITUTIONS: A CONCEPTUAL FRAMEWORK. Sim, H. and Idrus, R. (2003). Student Satisfaction in Malaysia: customer-focused learner support. Asian Journal of Distance Education, 1(1), pp.69--77. Hemsley-Brown, J., & Oplatka, I. (2006). Universities in a competitive global marketplace: A systematic review of the literature on higher education marketing. International Journal Of Public Sector Management, 19(4), 316--338. Niehoff, A. (1971). Culture Shock: A Reader in Modern Cultural Anthropology. PHILIP K. BOCK. American Anthropologist, 73(6), 1297--1298. Jones, T., Sasser, W. and others, (1995). Why satisfied customers defect. Harvard business review, 73(6), p.88. Kara, A. and DeShields, O. (2004). Business student satisfaction, intentions and retention in higher education: An empirical investigation. Marketing Education Quarterly, 3(1), pp.1--25. Kim, J. and Feldman, L. (2011). Marketing Management Journal. Managing academic advising services quality: Understanding and meeting needs and expectations of different student segments, 21(1), pp.202-238. Kless, S. (2004). We threaten national security by discouraging the best and brightest students from abroad. Chronicle of Higher Education, 51(7), pp.9--11. KnIGHT, J. (2008). Higher education in turmoil. The Changing World of Internationalisation. Rotterdam, The Netherlands: Sense Publishers. Kondakci, Y. (2011). Student mobility reviewed: attraction and satisfaction of international students in Turkey. Higher Education, 62(5), pp.573--592. Kotler, P. and Clarke, R. (1986). Marketing for health care organizations. 1st ed. Englewood Cliffs, N.J.: Prentice-Hall. Kotler, P. and Fox, K. (1995). Strategic marketing for educational institutions. 2nd ed. Englewood Cliffs, N.J.: Prentice-Hall. Kotler, P. and Fox, K. (2002) Strategic marketing for educational institutions. 2nd ed. Upper Saddle River, NJ: Prentice-Hall. Kwek, and Choon Ling, (2010). Management Science and Engineering. The ‘Inside-out’ and ‘Outside-in’ Approaches on Students’ Perceived Service Quality: An Empirical Evaluation, 4(2), pp.01-26. Lee, J. and Rice, C. (2007). Welcome to America? International student perceptions of discrimination. Higher Education, 53(3), pp.381--409. Lee, J. (2007). Beyond U.S. borders: Combating neo-racism toward international students. About Campus,, 11(6). Lee, M. and Hwan, I. (2005) International Journal of Management. Relationships among Service Quality, Customer Satisfaction and Profitability in the Taiwanese Banking Industry, 22(4), pp.635-648. Letcher, D. and Neves, J. (2010). Research in Higher Education Journal. Determinant of undergraduate business student satisfaction, pp.1-26. Marginson, S. (2004). Competition and markets in higher education: a ‘glonacal’ analysis. Policy futures in Education, 2(2), pp.175--244. Maringe, F. (2006). University and course choice: Implications for positioning, recruitment and marketing. International Journal of Educational Management, 20(6), pp.466--479. Mavondo, F., Tsarenko, Y. and Gabbott, M. (2004). International and local student satisfaction: resources and capabilities perspective. Journal of Marketing for Higher Education, 14(1), pp.41--60. Mavondo, F., Zaman, M. and Abubakar, B. (2000). Student satisfaction with tertiary institution and recommending it to prospective students. Mazzarol, T., Soutar, G. and Thein, V. (2001). Critical success factors in the marketing of an educational institution: a comparison of institutional and student perspectives. Journal of Marketing for Higher Education, 10(2), pp.39--57. Mazzarol, T. (1998). International Journal of Education Management. Critical success factor for international education marketing, 12(4), pp.163-175. Noel-Levitz, (2005) A brief description of the student satisfaction inventory. [online] World Wide Web. Available at: http://www.noellevitz.com/nlcom/our+services/retention/tools/student +satisfaction+inventory/ [Accessed 20 Apr. 2014]. Noel-Levitz, (2008). 2008 e-recruiting practices report. [online] World Wide Web. Available at: https://www.noellevitz.com/NR/rdonlyres/18C8BFE1-2E8A-4C4A-AB5A- 41BDF0B348EC/0/ERecruitingReport2008.pdf [Accessed 20 Apr. 2014]. StudyPortals, (2011). Key influencers of international student satisfaction in Europe. Education and Culture DG. Sumaedi, S., Bakti, I. and Metasari, N. (2011). The effect of students’ perceived service quality and perceived price on student satisfaction. Management Science and Engineering, 5(1), pp.88--97. The University of Central England, (2001). Student Feedback: A Report to the Higher Education Funding Council for England. Centre for Research and Quality. Birmingham. Usman, A. (2010). The impact of service quality on students’ satisfaction in higher education Institutes of Punjab. Journal of Management Research, 2(2). Wiers-Jenssen, J., Stensaker, B. and Gr? gaard, J. (2002). Student satisfaction: towards an empirical deconstruction of the concept. Quality in higher education, 8(2), pp.183- -195. Gwendolyn, D. (2006). Before and After the Attack: An Empirical Study and Comparison of International Student Satisfaction Before and After the 9/11/01 Terrorists' Attack. DOCTOR OF BUSINESS ADMINISTRATION. Nova Southeastern University. Jones, T., Sasser, W. and others, (1995). Why satisfied customers defect. Harvard business review, 73(6), p.88. Kara, A. and DeShields, O. (2004). Business student satisfaction, intentions and retention in higher education: An empirical investigation. Marketing Education Quarterly, 3(1), pp.1--25. Kim, J. and Feldman, L. (2011). Marketing Management Journal. Managing academic advising services quality: Understanding and meeting needs and expectations of different student segments, 21(1), pp.202-238. Kless, S. (2004). We threaten national security by discouraging the best and brightest students from abroad. Chronicle of Higher Education, 51(7), pp.9--11. KnIGHT, J. (2008).Higher education in turmoil. The Changing World of Internationalisation. Rotterdam, The Netherlands: Sense Publishers. Kondakci, Y. (2011). Student mobility reviewed: attraction and satisfaction of international students in Turkey. Higher Education, 62(5), pp.573--592. Kotler, P. and Clarke, R. (1986). Marketing for health care organizations. 1st ed. Englewood Cliffs, N.J.: Prentice- Hall. Kotler, P. and Fox, K. (1995). Strategic marketing for educational institutions. 2nd ed. Englewood Cliffs, N.J.: Prentice-Hall. Kotler, P. and Fox, K. (2002). Strategic marketing for educational institutions. 2nd ed. Upper Saddle River, NJ: Prentice-Hall. Kwek, and Choon Ling, (2010). Management Science and Engineering. The ‘Inside-out’ and ‘Outside-in’ Approaches on Students’ Perceived Service Quality: An Empirical Evaluation, 4(2), pp.01-26. Lasanowski, V. and Verbik, L. (2007). International student mobility: Patterns and trends. Report, The Observatory on Borderless Higher Education, London. Lee, J. and Rice, C. (2007). Welcome to America? International student perceptions of discrimination. Higher Education, 53(3), pp.381--409. Lee, J. (2007). Beyond U.S. borders: Combating neo-racism toward international students. About Campus,, 11(6). Lee, M. and Hwan, I. (2005) International Journal of Management. Relationships among Service Quality, Customer Satisfaction and Profitability in the Taiwanese Banking Industry, 22(4), pp.635-648. Letcher, D. and Neves, J. (2010). Research in Higher Education Journal. Determinant of undergraduate business student satisfaction, pp.1-26. Marginson, S. (2004). Competition and markets in higher education: a ‘glonacal’analysis. Policy futures in Education, 2(2), pp.175--244. Maringe, F. (2006). University and course choice: Implications for positioning, recruitment and marketing. International Journal of Educational Management, 20(6), pp.466--479. Mavondo, F., Tsarenko, Y. and Gabbott, M. (2004) International and local student satisfaction: resources and capabilities perspective. Journal of Marketing for Higher Education, 14(1), pp.41--60. Mavondo, F., Zaman, M. and Abubakar, B. (2000). Student satisfaction with tertiary institution and recommending it to prospective students. Mazzarol, T. and Soutar, G. (2008). The global market for higher education: Sustainable competitive strategies for the new millennium. 1st ed. Cheltenham, UK: E. Elgar. Mazzarol, T., Soutar, G. and Thein, V. (2001). Critical success factors in the marketing of an educational institution: a comparison of institutional and student perspectives. Journal of Marketing for Higher Education, 10(2), pp.39--57. Mazzarol, T. (1998). International Journal of Education Management. Critical success factor for international education marketing, 12(4), pp.163-175. McClam, T. and Woodside, M. (2005). International Education. Using case studies: An international approach, 34(2), pp.36-45. McKinlay, N., Pattison, H. and Gross, H. (1996). An explanatory investigation of the effects of a cultural orientation programme on the psychological well-being of international university students. Higher Education, 31, pp.379-395. McManus, D. (2006). ‘‘Getting to know your students: three challenges’’. The Teaching Professor, 20(4), pp.57-71. Mitra, S. (2009). Student support services in open schooling: a case study of students' needs and satisfaction in India. Open Learning, 24(3), pp.255--265. Mooi, E. and Sarstedt, M. (2011). A concise guide to market research. 1st ed. Berlin: Springer. Mori, S. (2000). Addressing the mental health concerns of international students. Journal of Counseling & Development , 78(2), pp.137--144. Morshidi, s. (2008). The impact of september 11 on international student flow into malaysia: Lesson learned. The International Journal of Asia Pacific studies, 4(1), pp.79-95. Naceur, J. (2009). Economic and cultural factors affecting university excellence quality. Assurance in Education, 17(4), pp.416-429. Nadiri, H. (2007). Strategic Issue in Higher Education Marketing: How University Students’ Perceive Higher Education Services. Asian Journal on Quality, 7(2), pp.125--140. Naidoo, V. (2006). International education A tertiary-level industry update. Journal of Research in International Education, 5(3), pp.323--345. Naude, P. and Ivy, J. (1999). The marketing strategies of universities in the United Kingdom. International Journal of Educational Management, 13(3), pp.126--136. Nicolescu, L. (2009). Management & Marketing. APPLYING MARKETING TO HIGHER EDUCATION: SCOPE AND LIMITS, 4(2), pp.35-44. Noel-Levitz, (2005). A brief description of the student satisfaction inventory. [online] World Wide Web. Available at: http://www.noellevitz.com/nlcom/our+ services/retention/tools/student +satisfaction+inventory/ [Accessed 20 Apr. 2014]. Noel-Levitz, (2008). 2008 e-recruiting practices report. [online] World Wide Web. Available at: https://www.noellevitz.com/NR/rdonlyres/18C8BFE1-2E8A-4C4A-AB5A- 41BDF0B348EC/0/ERecruitingReport 2008.pdf [Accessed 20 Apr. 2014]. Oberg, K. (2006) Cultural Shock: Adjustment to New Cultural Environments1. curare, 29(2), p.3. OECD Publishing, (2011). Education at a Glance 2011: OECD Indicators. [online] Available at: http://dx.doi.org/10.1787/eag-2011-en [Accessed 12 Feb. 2014]. Omar, N., Nazri, M., Abu, N. and Omar, Z. (2009). Parents' perceived service quality, satisfaction and trust of a childcare centre: implication on loyalty. International Review of Business Research Papers, 5(5), pp.299--314. Paweena, S., Chenin, C. and Athapol, R. (2014) A Study of Factors Influencing Chinese Students’ Satisfaction toward Thai Universities. Journal of Economics, Business and Management, 2(2), pp.105-111. Prem, R. and Massimiliano, T. (2009). The impact of culture on learning: Exploring student perceptions. Multicultural Education & Technology Journal, 3(3), pp.182--195. Price, I., Matzdorf, F., Smith, L. and Agahi, H. (2003). The impact of facilities on student choice of university. Facilities, 21(10), pp.212--222. Rice, K., Choi, C., Zhang, Y., Villegas, J., Ye, H., Anderson, D., Nesic, A. and Bigler, M. (2009). International student perspectives on graduate advising relationships. Journal of Counseling Psychology, 56(3), pp.376-391. Roberts, J. (2009). Student satisfaction and persistence: Factors vital to student retention. 1st ed. pp.1-18. Russell, J., Rosenthal, D. and Thomson, G. (2010). The international student experience: three styles of adaptation. High Educ, [online] 60(2), pp.235-249. Available at: http://dx.doi.org/10.1007/s10734- 009-9297-7 [Accessed 9 Mar. 2014]. Scott, N. A. (1997). Student success: Serving international students in an age of technology. Paper presented at the Caring in an Age of Technology, proceedings of the International Conference on Counseling in the 21st Century, Beijing, China. Sami, M. (1986). A model for orientation program of adjustment of foreign students in American colleges and universities. Dissertation Abstracts International, 47(6A), pp.2050-2051. Santos, J. (1999). Cronbach’s alpha: A tool for assessing the reliability of scales. Journal of extension, 37(2), pp.1 --5. Sapri, M., Kaka, A. and Finch, E. (2009). Factors that Influence Student’s Level of Satisfaction with Regards to Higher Educational Facilities Services. Malaysian Journal of Real Estate, 4(1), pp.34-51. Sekaran, U. and Bougie, R. (2013). Research methods for business. 6th ed. New York: Wiley. Selvadurai, R. (1992)Problems faced by international students in American colleges and universities. Community Review, 12(1-2), pp.27-32. Selvadurai, R. (1998). Problems faced by international students in American colleges and universities. Community Review, 16, pp.153-158. Sirat, M. (2008). The Impact of September 11 on International Student Flow into Malaysia: Lessons Learned. International Journal of Asia Pacific Studies, 4. Stoltenberg, G. (2011). Investigating the Concept of Student’Satisfaction.: The Case of International Students at the UiO. StudyPortals, (2011). Key influencers of international student satisfaction in Europe. Education and Culture DG. Sumaedi, S., Bakti, I. and Metasari, N. (2011). The effect of students’ perceived service quality and perceived price on student satisfaction. Management Science and Engineering , 5(1), pp.88--97. THIURI, P. (2011). INTERNATIONAL STUDENT SATISFACTION WITH STUDENT SERVICES AT THE ROCHESTER INSTITUTE OF TECHNOLOGY. Doctor of Philosophy. BOSTON COLLEGE Lynch School of Education. Thomas, E. and Galambos, N. (2004). What satisfies students? Mining student-opinion data with regression and decision tree analysis. Research in Higher Education, 45(3), pp.251--269. The Malaysian Insider, (2014). government aims to attract 200000 international students by 2020. [online] Available at: http://www.themalaysianinsider.com/malaysia/article/government-aims-to-attract-200000-international-students-by-2020 [Accessed 5 May. 2013]. Tian, R. and Wang, C. (2010) "Cross- Cultural Customer Satisfaction at a Chinese Restaurant: The Implications to China Foodservice Marketing. International Journal of China Marketing, 1(1), pp.62-72. Tim, M. and Geoffrey, N. (2002). Push and pull factors influencing international student destination choice. The International Journal of Educational Management, 16(2), pp.82-92. Trice, A. (2001). Faculty perceptions of graduate international students: The benefits and challenges. Journal of Studies in International Education, 7(4), pp.379--403. Trudeau, C. (1999). A study of overall student satisfaction and the factors influencing satisfaction at a Midwestern church-related college. Doctoral dissertation. Indiana University. Upcraft, M. and Schuh, J. (1996). Assessment in student affairs: A guide for practitioners. 1st ed. San Francisco: Jossey-Bass Publishers. Usman, A. (2010). The impact of service quality on students’ satisfaction in higher education Institutes of Punjab. Journal of Management Research, 2(2). Van Damme, D. (2001). Quality issues in the internationalisation of higher education. Higher Education, 41(4), pp.415--441. Van Der Wende, M. (1999). An innovation perspective on internationalization of higher education institutionalisation: The critical phase. Journal of Studies in International Education, 3(1), pp.3-14. Vavra, G. T. (1997). Improving your measurement of customer satisfaction. Milwaukee: Quality press World Bank, (2002). Constructing Knowledge Societies: New Challenges for Tertiary Education.. [online] Available at: http://www.worldbank.org/education/tertiary. [Accessed 28 Dec. 2013]. Yeh, C. and Inose, M. (2003). International students' reported English fluency, social support satisfaction, and social connectedness as predictors of acculturative stress. Counselling Psychology Quarterly, 16(1), pp.15--28. Zeithaml, V., Berry, L. and Parasuraman, A. (1993). The nature and determinants of customer expectations of service. Journal of the academy of Marketing Science, 21(1), pp.1--12.

Determinants international student's satisfaction in UUM

Similar Items