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Title
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Experiences of students with auxiliary services journeys in higher education
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Author
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Abstract
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| Student auxiliary services, such as housing, catering, and social and psychological support, are an important, yet under-researched part of a university’s activities, even though they have an impact on overall student experience and academic performance, as well as on the strategic positioning of a university. The current study develops and empirically tests a comprehensive conceptual and measurement framework to investigate student experiences and quality perceptions with auxiliary services throughout their student journey through these services, and how these experiences affect satisfaction with and advocacy, i.e., the intention to recommend, these services. The framework is tested in the context of a medium-sized Western European university by means of qualitative data resulting from interviews with university staff and focus groups with students, and quantitative data from an online survey with students. By applying this framework, university management is provided with detailed insights into the student experiences and satisfaction with quality dimensions of auxiliary services at various stages of their student journeys through these services. These insights provide inspiration for service improvement and suggest directions towards service redesign initiatives in a fine-grained way, in the interest of students’ wellbeing and their overall learning experience. Furthermore, universities can apply the framework to develop their strategic positioning efforts. The instrument developed can also serve as an instrument of public policy to monitor the quality of the auxiliary services provided. |
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Language
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English
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Source (book)
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Student support services / Huijser, H. [edit.]; et al.
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Source (series)
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University development and administration
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Publication
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Singapore
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Springer
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2021
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ISBN
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978-981-13-3364-4
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DOI
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10.1007/978-981-13-3364-4_42-1
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Volume/pages
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p. 1-27
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Full text (Publisher's DOI)
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