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1.
Over the last decade, the assessment of student experience has gained significant prominence in Australian higher education. Universities conduct internal surveys in order to identify which of their services students rate higher or lower on importance and performance. Thus, institutions can promote highly performing areas and work on those needing improvement, while students are given an opportunity to influence decision-making in both academic and non-academic spheres of campus life. National student surveys conducted by the government aim to maintain quality assurance in the sector, benchmark outcomes, and, in some cases, reward better performing institutions. This paper outlines the findings of a study which monitored the entire student experience in a large metropolitan multi-campus university during 2005–2011. A specially designed biennial survey was repeated across the years, and completed over the period by 10,562 students from all key cohorts. This paper discusses the trends in perceived importance and performance of various university services and key issues the university has been addressing in order to enhance student experience. It concludes that: (a) the time series data provide a powerful lens into the university’s strategies, initiatives and actions which worked well and those needing further effort or adjustment; (b) it is the total experience of the university that shapes students’ judgements, not just what happens in the classroom; and (c) taking a systematic approach to student feedback, and acting on the results in a timely manner, can significantly improve student engagement and satisfaction. 相似文献
2.
Fernando de Oliveira Santini Wagner Junior Ladeira Claudio Hoffmann Sampaio Gustavo da Silva Costa 《Journal of Marketing for HIGHER EDUCATION》2017,27(1):1-18
This paper discusses the results of a meta-analysis performed to identify key antecedent and consequent constructs of satisfaction in higher education. We offer an integrated model to achieve a better understanding of satisfaction in the context of higher education. To accomplish this objective, we identified 83 studies that were valid and relevant to the research objective of the current study, generating a total of 469 observations. We identified studies published from 1986 to 2016 and analyzed six antecedent dimensions (perceived value of educational services, resources provided to the student, service quality perception, marketing orientation, identity of the higher education institution, university environment) and one consequent dimension related to satisfaction. The 7 dimensions exhibited a total of 51 relationships. We believe that the originality of the findings clearly contributes to future academic research in higher education. 相似文献
3.
Shwu-yong Liou Huang 《Learning Environments Research》2012,15(3):363-378
This study investigated university students?? perceptions of their institutions?? learning environments, and related those perceptions to students?? academic aspirations and satisfaction with their universities. A sample of 12,423 juniors at 42 universities in Taiwan was used to confirm the validity and reliability of the instrument: CUEI-S. The study revealed diversity of students?? perceptions among specific aspects of the learning environment. Students responded more positively for student cohesion, library resources and administrative support, but less positively for student-faculty relations, student services, enhancement of their language abilities and emotional development. The majority of students had low academic aspirations but felt satisfied with their universities. The learning environment on campus was shown to play an important role both in students?? academic aspirations and in their general satisfaction, whether the individual student or the university was used as the unit of analysis. The relationship between faculty and students is the aspect that was most strongly associated with students?? academic aspirations. On the other hand, both adequate library resources and university support for student services were the key correlates of students?? general satisfaction at the individual student level. By identifying important relationships among variables, this study suggests initiatives for improving the learning environment at higher education institutions. 相似文献
4.
段利强 《南昌教育学院学报》2013,(10):42-43
调查了应届毕业大学生对四年大学生活的满意度,通过分析他们对大学生活的满意度、教师上课效果的认可度,对就读大学的情感归属度,对大学未来发展的期望度,以及对职业素质认知度等五个角度,有效解读了高校服务型管理模式所面临的挑战。围绕"学生的满意度和高等教育质量有机结合,大学教育的目标和学生的需求有机结合,美好的办学理想同有效的办学载体有机结合"三个结合,提出了服务型高校管理模式的建构路径。 相似文献
5.
This paper reports on a study that investigated the range of institutional support needs of international students at one Australian university with a view to increasing understanding of their needs and the ways in which support was provided. The study involved a number of data collection methods including focus groups, key informant interviews and a larger scale survey, undertaken in an inductive and sequential process. The results indicated that the levels of awareness about services differed, that lack of knowledge of how to access a service and finding information about it were key reasons for non-use, and that the helpfulness of staff impacted on the perception of services as useful. The paper concludes by recommending a reconsideration of current practices to move towards a model of student support service provision in which the student is at the centre. 相似文献
6.
高敏 《顺德职业技术学院学报》2011,9(2):39-41
高职院校学生满意度是反映学校办学水平和服务质量的因素之一,了解学生的满意度是提高高职院校教育服务质量的有效措施之一。文章在对无锡职业技术学院学生满意度进行调查的基础上,分析了学生对＂教师教学＂、＂教学管理＂、＂学生工作＂、＂学校环境＂、＂教学条件与利用＂、＂学校社会声誉＂六大方面的评价,并提出相应的建议。 相似文献
7.
Shana Nigar Khan 《Tertiary Education and Management》2013,19(3):221-236
Education is a human right and Fiji’s tertiary education board recently declared that all tertiary institutions in Fiji must abide by the framework in order to meet student–customers’ needs. The Fiji National University’s (FNU’s) destiny to be Fiji’s leading higher education provider could be a reality if students and staff’s expectations are considered in all decision-making processes and at all levels of management. Preliminary research was conducted on a newly proclaimed government university: the FNU. The results revealed negative quality gaps whereupon there is a high intensity of student dissatisfaction with the services provided by the FNU. FNU as a community of social and education providers needs an atmosphere to provide social and educational development at all levels to meet the social and education needs of every staff and student in order to protect the basic human rights of its staff and students, and to qualify as an education provider that is internationally acceptable. 相似文献
8.
While outcomes assessment has become a focus for institutions of higher education, assessment in academic support units remain sparse. Traditionally, assessment has been comprised of one-time student satisfaction surveys and/or supervisor evaluations tied specifically to job criteria. Although informative, these methods fail to account for or measure specific student learning outcomes completed by students via their interaction with faculty and staff. This article presents the development and implementation of a program of outcomes assessment at a 4-year public university in the northeast. Results indicate that students come to college with varying expectations of the role of academic advisors and range on a continuum of academic and social preparation to meet the demands of higher education. A majority of students are meeting the stated learning outcomes. Feedback from this assessment model is being used to improve the quality of services provided to successive cohorts of students at this institution. 相似文献
9.
Student satisfaction gains an increasingly central position in the context of quality measurements. However, student satisfaction can also be stipulated as an important motivational factor for students as learners. This study combines this perspective on student satisfaction with the notion of differences in students’ ability. We hypothesize that differences in ability result in differences in student satisfaction. In line with concepts of high ability education, it is additionally hypothesized that this relation is mediated by educational stimulation—divided in cognitive, creative and professional stimulation—as well as by participation in honour programmes. A structural equation modelling (N = 733) of factors affecting student satisfaction in higher education shows that cognitive, creative and professional stimulation are the largest influencers of bachelor students’ sense of satisfaction. The interrelation between these three aspects of educational stimulation also shows the complexity of higher educational practice, since it suggests that cognitive stimulation cannot be realized without a creative factor, and vice versa. Professional stimulation needs both. Furthermore, the results show that educational stimulation mediates the effect of students’ ability on their educational satisfaction. This implies that changes in education can indeed influence students’ educational satisfaction, especially by providing educational quality. Finally, considering students’ ability level, it is shown that especially cognitively abler students are less easy to satisfy. The combination of educational stimulation and ability suggests that especially the more cognitively able students do not feel themselves sufficiently cognitively or creatively stimulated, and hence are less satisfied in vocational higher education. 相似文献
10.
Higher education institutions are competing with one another to recruit students. As a major developing country with emphasis on human capital development, China has the largest group of tertiary students studying locally and aboard, including cross-border students in the Greater China region. This paper examines the destination choice of cross-border Chinese students. The empirical findings reveal that the most important attributes are programme reputation, recognition of university qualifications, availability of course information, safety and cost of living in the host cities. Importance-performance analysis was applied to the survey data. Results show that students are satisfied with the safety aspect, but not with the cost of living. Regression analysis indicates that student satisfaction was significantly affected by the perceived value of the programme, followed by accessibility. These findings can help improve the quality of education services of higher education administration by addressing the perceptions and concerns of cross-border Chinese students. 相似文献
11.
Paul Henderson 《Journal of Further & Higher Education》2017,41(1):30-43
The number of students entering higher education in the UK has increased over the last few years due to the previous Labour Government directives to widen participation to a range of socially disadvantaged and/or under-represented groups. Dyslexic students form the largest single group of minority students currently entering higher education. However, there are ongoing challenges in identifying and supporting dyslexic students as there no obligation for students to report specific learning needs before or after they enter higher education. In order to cast more light on this ongoing issue, a small-scale educational research study was undertaken in December 2012 to investigate whether there may be delays in the reporting of dyslexia in learners once they commence higher educational study. The day-to-day working experiences of four support staff based at a learning services department in one UK university were explored. Methodology involved adopting a qualitative exploratory design using digitally recorded semi-structured interviews and a snowball sample. Interview data was analysed using thematic analysis. The key findings of the study indicated that dyslexia was more likely to be reported in the second and third year of a student’s higher educational journey. Further analysis of the study findings indicated a myriad of reasons for delayed or late reporting of dyslexia. Such reasons included maintaining of a non-disabled student identity, financial and/or time constraints or consciously and strategically deciding when to disclose dyslexia to improve final degree classifications. A number of further recommendations are made to enhance inclusive learning and teaching practices. 相似文献
12.
As a result of the past decade's financial crises, the focus on students' values as an output of higher management education has increased. Simultaneously, marketing theory has become prevalent in the management of higher education institutions, such that student satisfaction represents a key output variable for their service provision. This study integrates both perspectives to investigate how values-oriented education relates to student satisfaction. A sample of 191 respondents from a German university reveals that business students expect more value influence than they believe their institution actually delivers. Furthermore, students' perceptions of the value influence delivered by their university increase their satisfaction with the institution. Finally, the value influence students expect is more closely associated with universalism values (connected to sustainability and CSR) than with power values. These results imply that universities can increase student satisfaction if they coordinate opportunities to discuss and shape values, particularly with regard to universalism ideals. 相似文献
13.
James Williams 《Tertiary Education and Management》2013,19(4):349-363
This article explores the principal methods in which higher education careers services around the world are addressing the needs of an increasing proportion of students from disadvantaged backgrounds. This study is based on data drawn from focus groups with students and interviews with key personnel and employers. The research demonstrates that higher education careers services are beginning to address the needs of students from disadvantaged backgrounds in a number of key ways. In particular, they are becoming more integrated both with the full range of student services and with the academic curriculum and, as in many other examples of widening participation, limited resources are optimised by effective targeting of specific groups. Arguably, too, higher education careers services are well placed to provide the interface between the academy and employers in order to promote diversity outside academia. 相似文献
14.
Carolyn Broadbent 《Asia-Pacific Journal of Teacher Education》1998,26(1):27-37
This paper reports on a study of students’ perceptions and level of satisfaction with the teaching‐learning process while participating in the field‐experience component of the four‐year Bachelor of Education course at the Australian Catholic University Signadou Campus in Canberra. It is argued that successful student‐teacher field‐experience programmes provide opportunities for ongoing renewal and growth. Essential to this process is the implementation of appropriate evaluative procedures which involve all the participating members of the programme. The success of the process is evidenced in the ongoing modification of the programme to accurately reflect the interests and needs of the participants. Such a process leads to higher levels of communication, satisfaction and reflection on practice by all interested parties. Through an analysis of students’ questionnaire responses, this paper provides insights into the changing nature of student perceptions about the quality of their field experiences and their level of satisfaction with the various components of the programme. The results indicate that as the focus moves from the university itself to independent student responsibility the levels of satisfaction increase. 相似文献
15.
Rob Jones 《Journal of Further & Higher Education》2018,42(8):1040-1054
While the term ‘student experience’ is used widely in universities, it is remarkably under-developed as a construct in the academic literature. This paper addresses this gap by proposing a conceptual framework for the student experience of undergraduate students. The approach taken is to identify the key influences that shape the student experience from the perspective of students. It does this by addressing two questions: firstly, what are the key influences that shape the student experience? Secondly, how do these influences shape the student experience? To do this the paper draws from a wide range of studies that provide substantial theoretical and empirical evidence as to how students experience university. Drawing from Bronfenbrenner’s bioecological model of human development, it identifies seven key sets of influences or microsystems that shape the undergraduate student experience. Then the paper considers how these influences shape students’ experiences drawing from the concepts of engagement and alienation. The paper concludes by proposing a broadly defined model for the student experience where learning and development take place as a result of meaningful interactions between the student and the key microsystems. The implications of this model for universities and for further study are also discussed. 相似文献
16.
While all agree student success in higher education is important, there is less agreement on what it means to be a successful student. Student success is often measured by institutional reports of grades, student retention and qualification completion. More recently, broader definitions have emerged; however, these do not incorporate student perceptions of success. The current study addresses this gap by exploring how first-year students talk about their success. Drawing from weekly interviews of students at an Australian regional university, the data are analysed through the lens of a conceptual framework of student engagement. The findings demonstrate that success is inextricably linked with student engagement as well as other dimensions of the student experience. As expected, students assess their success extrinsically with institutional measures such as grades and feedback. In addition, their behavioural engagement was seen as a more immediate measure of their success, while happiness and satisfaction were necessary for some students to feel successful. Perceptions of success have important consequences for students in terms of increased positive emotions, self-efficacy and course belonging. Success for these students has multiple dimensions. These findings give rise to suggestions for a staged approach to supporting first-year student success. However, the student experience is complex and multifaceted and further research is needed with different student cohorts who may define and experience success in other ways. 相似文献
17.
Anas Al-Fattal 《Journal of Marketing for HIGHER EDUCATION》2013,23(2):204-225
This paper aims at exploring student needs and motives to pursue higher education in Syria. Based on the model of student buyer behavior developed by Kotler and Fox in 1995, the study focuses on the first step of this model, so-called motives. The study results are based on qualitative data collected by means of semi-structured styles of interviews with 30 current students at three higher education institutions in Syria in the summer of 2010.The study reveals three dimensions of needs and motives. These are: Self needs and motives; Social needs and motives, and Souk (market) needs and motives. Accordingly, several detailed explanations for each dimension concluded from the study are presented. The findings reveal that the three dimensions are important for university students in Syria when attending universities. People responsible for marketing in higher education institutions need to pay attention to understand their students' motives when designing their customer-oriented marketing strategies. Study programs at universities could be designed to better satisfy such needs and motives. This study could provide bases for further research through a replication of the model using the information offered by the survey. Further research could investigate the research questions in a wider student population employing a quantitative approach. The importance of this study comes from the classification of needs and motives into a three-Ss model (Self, Society and Souk). The study also shows originality into understanding motives of Syrian students in attending certain universities in particular. 相似文献
18.
International students make a vital contribution to the Australian economy. Due to their importance, a number of studies have been undertaken to examine the living experiences, attitudes and behaviours of international students in Australia. However, very few studies have examined international students' overall satisfaction with their university experience. The primary objective of this paper is to measure the influence of six individual university service factors on international students' satisfaction, and its subsequent impact on behavioural intentions. The results from the structural equation modelling analysis revealed that overall student satisfaction is influenced by the level of satisfaction with academic services, courses offered, access and augmented services. In contrast, administrative services and physical evidence were found to have a non-significant impact on overall satisfaction. Analysis also revealed a strong relationship between overall satisfaction and behavioural intentions. 相似文献
19.
20.
《Journal of Further & Higher Education》2012,36(4):365-382
Institutional self-evaluation is becoming increasingly pertinent as the student population becomes more diverse and higher education institutions become more customer focused. This paper describes the philosophy and early stages of a large-scale institutional self-evaluation project, based at and funded by the University of Leeds. UNIQoLL (UNIversity Quality of Life and Learning) aims to monitor student well-being over time, on a university-wide basis. It explores students' perceptions of strengths and weaknesses in the university's academic and service infrastructure and the relationship of these perceptions to student well-being. It aims to 'close the loop' by facilitating change in academic and service infrastructure in the light of emerging findings in order to enhance the student experience. The focus on student psychological well-being in addition to satisfaction, the longitudinal approach and the university- wide scope make UNIQoLL unique as a system of institutional self-evaluation. A pilot study in which 23 departments ( n =3667 students) participated is described to illustrate the procedures and underlying philosophy of UNIQoLL. Selected findings from two pilot surveys are presented to illustrate the potential of the project in providing relevant and useful information for academic departments, university support services and university managers. Illustrative data relating to academic issues, accommodation, student finances and student well-being are presented. Long-term success of an institutional self-evaluation project like UNIQoLL depends on the active cooperation of and ownership of findings by departments, students and university agencies. It also needs procedures to be sufficiently rigorous to generate robust findings and yet be sufficiently manageable to be feasible and sustainable. 相似文献