International Student Satisfaction in Malaysian Universities with AI-Integrated Service Experiences

The integration of Artificial Intelligence (AI) in higher education services has been increasing rapidly. However, student satisfaction with these services remains inconsistent, particularly in multicultural settings. This research aims to determine the relationship between ethical perceptions of AI services, attitude toward AI services, and digital technology literacy towards student satisfaction with AI-integrated services among university students. This study conducts a questionnaire survey and collects primary data from undergraduate students from International students in higher education, Malaysia. Stratified sampling has been utilised and data from 322 respondents are analysed by using SPSS 26.0 software. The result of the study indicates that ethical perceptions of AI services and attitude toward AI services influence the most towards student satisfaction. Therefore, strengthening ethical standards and fostering positive attitudes are crucial in determining successful AI adoption and student experience. Stakeholders comprising university administrators, IT departments, and Student Affairs may consider the findings of this study to better manage AI implementation and support inclusive digital transformation in Malaysian higher education.

Student satisfaction; AI-integrated services; ethical perceptions; attitude toward AI; digital technology literacy

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