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Determining service quality indicators to recruit and retain international students in Malaysia higher education institutions: global issues and local challenges

International student mobility has become an effective global strategy for tertiary institutions’ economic growth, revenue, and diversity. This study aimed to provide service quality indicators that can be used to improve international student mobility services in Malaysian public universities. The...

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Main Authors: Hussein Amzat, Ismail, Najimdeen, Abdul Hakeem Alade, Walters, Lynne M., Yusuf, Byabazaire, Padilla-Valdez, Nena
格式: Article
语言:English
English
出版: MDPI 2023
主题:
LB2300 Higher Education
在线阅读:http://irep.iium.edu.my/105436/7/105436%20Determining%20Service%20Quality%20Indicators.pdf
http://irep.iium.edu.my/105436/8/105436%20Determining%20Service%20Quality%20Indicators_SCOPUS.pdf
http://irep.iium.edu.my/105436/
https://www.mdpi.com/2071-1050/15/8/6643
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spelling my.iium.irep.1054362023-07-10T07:03:48Z http://irep.iium.edu.my/105436/ Determining service quality indicators to recruit and retain international students in Malaysia higher education institutions: global issues and local challenges Hussein Amzat, Ismail Najimdeen, Abdul Hakeem Alade Walters, Lynne M. Yusuf, Byabazaire Padilla-Valdez, Nena LB2300 Higher Education International student mobility has become an effective global strategy for tertiary institutions’ economic growth, revenue, and diversity. This study aimed to provide service quality indicators that can be used to improve international student mobility services in Malaysian public universities. The sample comprised international students in Malaysia, with 1273 students from 76 countries participating. The SERVQUAL model and instrument were used, and the indicators were determined using the measurement model (MM) and Analytic Hierarchy Process (AHP). The findings of MM and AHP ranked courtesy and communication as the highest indicators, and AHP found that soft skills were required to improve service quality at Malaysian higher education institutions. These findings contribute to understanding what is needed to improve the university quality service system in Malaysian public universities. The results also apply to other universities, especially Southeast Asian countries involved in internationalisation practices. Practical implications were provided to improve internationalisation service quality at colleges and universities, with suggestions for future study. MDPI 2023-04-14 Article PeerReviewed application/pdf en http://irep.iium.edu.my/105436/7/105436%20Determining%20Service%20Quality%20Indicators.pdf application/pdf en http://irep.iium.edu.my/105436/8/105436%20Determining%20Service%20Quality%20Indicators_SCOPUS.pdf Hussein Amzat, Ismail and Najimdeen, Abdul Hakeem Alade and Walters, Lynne M. and Yusuf, Byabazaire and Padilla-Valdez, Nena (2023) Determining service quality indicators to recruit and retain international students in Malaysia higher education institutions: global issues and local challenges. Sustainability, 15 (8). pp. 1-25. ISSN 2071-1050 E-ISSN 2071-1050 https://www.mdpi.com/2071-1050/15/8/6643 10.3390/su15086643
institution Universiti Islam Antarabangsa Malaysia
building IIUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider International Islamic University Malaysia
content_source IIUM Repository (IREP)
url_provider http://irep.iium.edu.my/
language English
English
topic LB2300 Higher Education
spellingShingle LB2300 Higher Education
Hussein Amzat, Ismail
Najimdeen, Abdul Hakeem Alade
Walters, Lynne M.
Yusuf, Byabazaire
Padilla-Valdez, Nena
Determining service quality indicators to recruit and retain international students in Malaysia higher education institutions: global issues and local challenges
description International student mobility has become an effective global strategy for tertiary institutions’ economic growth, revenue, and diversity. This study aimed to provide service quality indicators that can be used to improve international student mobility services in Malaysian public universities. The sample comprised international students in Malaysia, with 1273 students from 76 countries participating. The SERVQUAL model and instrument were used, and the indicators were determined using the measurement model (MM) and Analytic Hierarchy Process (AHP). The findings of MM and AHP ranked courtesy and communication as the highest indicators, and AHP found that soft skills were required to improve service quality at Malaysian higher education institutions. These findings contribute to understanding what is needed to improve the university quality service system in Malaysian public universities. The results also apply to other universities, especially Southeast Asian countries involved in internationalisation practices. Practical implications were provided to improve internationalisation service quality at colleges and universities, with suggestions for future study.
format Article
author Hussein Amzat, Ismail
Najimdeen, Abdul Hakeem Alade
Walters, Lynne M.
Yusuf, Byabazaire
Padilla-Valdez, Nena
author_facet Hussein Amzat, Ismail
Najimdeen, Abdul Hakeem Alade
Walters, Lynne M.
Yusuf, Byabazaire
Padilla-Valdez, Nena
author_sort Hussein Amzat, Ismail
title Determining service quality indicators to recruit and retain international students in Malaysia higher education institutions: global issues and local challenges
title_short Determining service quality indicators to recruit and retain international students in Malaysia higher education institutions: global issues and local challenges
title_full Determining service quality indicators to recruit and retain international students in Malaysia higher education institutions: global issues and local challenges
title_fullStr Determining service quality indicators to recruit and retain international students in Malaysia higher education institutions: global issues and local challenges
title_full_unstemmed Determining service quality indicators to recruit and retain international students in Malaysia higher education institutions: global issues and local challenges
title_sort determining service quality indicators to recruit and retain international students in malaysia higher education institutions: global issues and local challenges
publisher MDPI
publishDate 2023
url http://irep.iium.edu.my/105436/7/105436%20Determining%20Service%20Quality%20Indicators.pdf
http://irep.iium.edu.my/105436/8/105436%20Determining%20Service%20Quality%20Indicators_SCOPUS.pdf
http://irep.iium.edu.my/105436/
https://www.mdpi.com/2071-1050/15/8/6643
_version_ 1772810685179232256
score 13.154905

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