A Conceptual Framework on Cultural Intelligence towards International Students’ Satisfaction in Malaysia IHLs

Purpose – The purpose of this study is to determine the relationship of cultural intelligence towards international students' satisfaction in Malaysia IHLs. Cultural intelligence is still a relatively new concept especially with the international students who are pursuing their study in Malaysia IHLs. Based on the thorough review of previous studies, this paper intensely depends on the cultural intelligence towards international students' satisfaction on services that provided for them. Design/Methodology – This current study will discuss or focus specifically on international students' satisfaction who are pursuing their studies in Malaysia IHLs. The researcher will highlight the new interesting topic on CQ which is related with international students in this country. The implication for future research, discussion, and overall conclusion are also presented at the end of the paper. Finding – As the conclusion, the researcher has proposed the framework which conceptualizes the independent variable which is CQ and it's become the major contributor to the satisfaction among international students in Malaysia IHLs. Furthermore, the management also needs to know whether international students are successfully adjusted and fit with the pristine environment while pursuing their higher education in this country. Addressing the problem of cultural differences in the learning process is very important among international students. Hence, the cultural intelligence (CQ) can help and lead the international students to deal with cross-cultural complexities. Satisfied students will promote the IHLs by positive word of mouth (WOM) which will affect the institution's reputation. However, to satisfy customers from different background and different culture will be even more difficult. Therefore, it is very crucial for the IHLs in Malaysia particularly to identify whether the international students are fully satisfied with their needs and wants as well as the services that provided to them.