Factors influencing satisfaction and revisit intention among international exchange students in Malaysia

Abstract

PurposeAlthough studies have examined the role of physical factors such as physical environment, price/fee and personal safety in the satisfaction of international students, the effect of social factors such as emotional support, ethical conduct and student–lecturer attachment in international student’s satisfaction has yet to be explored. This study aims to investigate the effect of physical and social factors associated with the satisfaction of international university exchange students that leads to revisit intention.Design/methodology/approachA self-administered questionnaire survey was used to collect data from 166 international exchange students from a large public university in Malaysia using convenience sampling. The structural equation modelling through partial least square approach was used to test the proposed hypotheses.FindingsThe findings revealed that the physical environment, price/fee, personal safety and student–lecturer attachment had a positive relationship with student satisfaction. Also, student’s satisfaction significantly influenced their revisit intention to the university.Practical implicationsThe findings of the study provide insight into the administration of higher education institutions about the factors that lead to the satisfaction of international exchange students. Marketing managers can also use the findings to develop strategies to attract more foreign students.Originality/valuePrevious studies discussed the physical factors that influence the satisfaction of international students. However, this study included the social factors which have not been tested in the context of international student satisfaction. The study provides a comprehensive framework that can be used to develop satisfaction among international exchange students.