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This paper reports on a study aimed at developing an improved understanding of the support needs of international students. Using a case study approach at one Australian university, a three stage data collection process was adopted: interviews with key support service providers in the university, student focus groups, and a large-scale survey. Emphasis was placed on identifying the issues that are significant to international students in terms of their study experience, the services they consider as valuable and the factors that contribute to take-up. The findings reveal that, while most respondents felt that the range of support services provided is appropriate, current services could be improved by offering a more student-centred service structure and delivery. Issues identified as influencing service use include the institutional culture, perceived importance and awareness of services, the quality of information provided about those services, ease of access, timeliness of service provision and cost.

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One aspect of the internationalisation of higher education in Australia has been a large growth in the number of international students enrolled in universities. While this has brought a number of benefits to the institutions, the students themselves report varying levels of satisfaction with their experience. One area which can contribute to satisfaction levels is provision of student support services. This paper describes a study which found that international students and support service providers, while sharing perspectives in some respects, had differing views about student service delivery. The paper argues that providers of services for international students need to be more aligned to students' expectations of service provision, and more centred on students' actual needs, if they are to increase students' levels of satisfaction with their international experience.

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