Cross-border education and the satisfaction issue of the service delivery system – The case of international students in Universiti Kebangsaan Malaysia

Marketing higher education to international students is now a formally recognised way of widening and upgrading Malaysia’s educational space . The success of this effort to project Malaysian higher education onto the world competitiveness scene depends heavily on the performance of its service delivery system as judged, in particular, by its international clientele. This article seeks to discuss , by gender and study programme, the satisfaction level of international postgraduate students of the quality of the delivery system at the National University of Malaysia (UKM). A total of 369 international graduate students participated in the questionnaire survey. The service delivery system was classified into 15 components of admission application, registration process, supervision process,teaching and learning delivery, teaching and learning facilities, library services, support staff, studentaccommodation, campus transportation, cafeteria, campus support services, security and safety, student relations, viva-voce examinations, and eligibility for graduation. The results of the t-Tests showed that the satisfaction level of the international postgraduate students of the UKM’s delivery system is only moderate.