Monitoring Trends in Student Satisfaction

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.     

The flexible learning needs and preferences of regional occupational therapy students in Australia

This study aimed to explore the flexible learning needs and preferences of occupational therapy students from a regional Australian university. Participants (n?=?170) were surveyed using a quantitative survey tool. Findings were analysed using SPSS to determine significant differences between variable attributes of the student cohort. The survey found that students have complex and competing lifestyle demands, which impact on study. In particular, paid work was found to negatively influence study and the university experience. Traditional face-to-face learning suited most students, however, flexible learning options were preferable for students where paid work, family commitments and geographic location interfered with study. These results will help inform the design and implementation of flexible delivery courses for occupational therapy. Further research is required to explore the experiences of staff and students who are involved in health courses run by flexible delivery.     

‘They have different information about what is going on’: emotion in the transition to university

Most new students experience school to university transition as challenging. Students from backgrounds with little or no experience of higher education are most vulnerable in this transition, and most at risk of academic failure. Emotion appears implicated in the differential way in which first-generation students and students with family familiarity of university experience the transition. This article draws on the voices of first-year dental and oral hygiene students at a South African dental faculty regarding university transition experiences. It draws on the construct of capital and Archer's [(2002). Realism and the problem of agency. Journal of Critical Realism Alethia, 5(1), 11–20] understanding of ‘competing concerns’ to examine how emotion shapes students' experiences of university transition and how they position themselves with regard to these experiences. The article explicates the ways in which emotional commentary and classed locations intersect, exploring the extent to which this intersection shapes young people's framing of their concerns of ‘being a student’ and ‘becoming a dentist’. The article identifies aspects of the university's material and cultural environments which shape students' emotional responses and which consequently are implicated in the perpetuation of class-based differential life chances.     

In search of the feeling of ‘belonging’ in higher education: undergraduate students transition into higher education

ABSTRACT

Previous research that evaluated first year students’ transition into university found that the values of ‘being, belonging and becoming’ were important in particular within the first few months and within the first year of university. From our previous work, we reported that three things matter to students: the academic staff they work with, the nature of their academic study and the feeling of belonging. This paper provides a further illumination to our work by reporting on the qualitative data collected in the same study. The study included 530 students from five cohorts over a five-year period. As part of the Student Experience Evaluation instrument, open-ended questions probed students about their early experiences of belonging and transition into university. This original research uses rich data to illuminate the scales and items from previous quantitative data analysis to explore ‘belonging’, triangulated with research from the field. This paper is timely due to increased emphasis placed on learning and teaching with the introduction of the Teaching Excellence Framework. Student satisfaction is not a simplistic measure and this study articulates the complexity of student belonging in Higher Education.     

You’re doing what? Students’ experiences of advice from a New Zealand university

This case study explores student perceptions and experiences of advising at a New Zealand university. It considers the implications arising from the students’ responses and also investigates the influence of students’ demographic characteristics on perceptions of advice. Both first‐ (n = 191) and final‐ (n = 171) year cohorts of students were surveyed to determine why they chose particular courses, what advice they received and how aware they were of various support services. Although students were happy overall with the advice received, many had little or no expectations of the type of advice they should be receiving. The main sources of advice were the University enrolment pack, family and University School’s Liaison Officers. Academic advisers were less well used as a source of advice, even during later years of study. Advisers need to be educated about particular advising issues related to first‐generation students, part‐time students and international students. Many students had a career path in mind so it is important to provide holistic developmental academic advice that includes future career options.     

Book Reviews

This article examines the student experience for a particular cohort, namely the joint honours students, at a post-1992 university in the United Kingdom. These students are enrolled in degree courses that combine two subjects at one university. Little attention has so far been given to such students whose experience is decidedly different from that of single honours students. By using a mixed methodology including quantitative and qualitative questionnaires, focus groups, individual interview and ethnography, the article attempts to highlight elements of the student experience that are unique to the joint provision. It will draw on the concept of ‘institutional habitus’ to argue that joint honours students experience their time at university often in isolation and as excluded from the institutional norm.     

Expectations and experiences of off-campus PhD students in Australia

This study describes research examining the expectations and experiences of PhD students undertaking a PhD in off-campus research institutes and hospitals that are affiliated with an Australian research-intensive university. Much of our knowledge of the expectations and experiences of PhD students in Australia stem from those that undertake research training in the classical university structure and that progress towards research training directly from their undergraduate studies. However, increasing numbers of research higher degree students are based in off-campus research institutions, which are becoming increasingly fertile training grounds for research higher degree students in the sector. While participants’ experiences and expectations were largely consistent with our current understanding of the Australian PhD experience, many reported a perceived lack of support programmes. Workload and time commitments, pressure to produce results and their off-campus location potentially conspire to reduce access to on-campus support services offered by the university. Opportunities therefore exist for student advisors, service providers and university leaders to increase accessibility to academic development programmes and pastoral care, including both online and off-campus provision as appropriate, to enhance the PhD experience for this growing cohort of students.     

Guiding a diverse mix of first-year business students: implications for university administrators,instructors and students

This article describes a collaborative research project by the institutional research group and a team of faculty members at a Canadian university. In response to an increasingly diverse mix of students, the researchers set out to develop an understanding of relationships between student characteristics, categorized as demographic differences, personal attributes and academic preparedness, and student outcomes measured by both grades and student perceptions. Significant differences were found in grades outcomes based on characteristics such as international status, secondary school grades, study habits and writing skills. However, these differences were not evident in student perceptions of course value or learning achievement. This study has important implications for university administrators (recruiting, intake assessment and student support), instructors (understanding of diversity characteristics and how students perceive learning experience) and for students, who can be given an opportunity to better understand how their own personal characteristics might affect their learning experiences and outcomes.     

‘University is a non-Muslim experience,you know? The experience is as good as it can be’: Satisfied settling in Muslim students’ experiences and implications for Muslim student voice

We report findings from a cross-institutional investigation testing the applicability of a new concept, ‘satisfied settling’, which describes the ways in which students are unconsciously ‘settling for less’ in terms of their university experiences. The context of exploration for this article was that of Muslim students’ experiences as a critical area which has received little previous focus. Our results describe a staged cognitive process undertaken by students to subconsciously excuse institutional failures to support their religious needs by settling for lower levels of satisfaction. The ‘counter stories’ told by 19 Muslim students (via semi-structured interviews) detail how their voices are heard or silenced around the deep importance of religious provisions in their university experiences. Satisfied settling was ultimately found to translate across institutional contexts, and the applicability of the concept is discussed in extending to other marginalised student groups.     

Evidence and benefits of postgraduate international students-staff members partnership in extra-curricular activities: a Malaysian perspective

ABSTRACT

The student engagement concept has been revolutionised so that students play an active role alongside staff members in determining their student learning experiences. Although the development of student–staff partnerships enhances student engagement and experience, empirical research on partnerships in Malaysia is scant. This paper contributes to the growing scholarly literature on such partnerships – in particular, exploring postgraduate international students and staff members’ partnership dimensions in extra-curricular activities at a research university in Malaysia. This qualitative study interviewed 33 postgraduate international students, 10 academic staff and 12 professional staff members. Based on the findings, the student–staff partnership model is well integrated into the extra-curricular activities: international students are invited to co-design and implement adjustment programmes for newly arrived international students. This paper also explores the multi-layered benefits of partnerships for postgraduate international students and for staff members. The implications of such partnerships for the university, international students and staff members are discussed.     

Student time choices and success

Internationally, first-year student experience surveys suggest that modern students are investing increasingly less time in their study at university, raising concerns about the impact this may have on their success. This paper describes a case study exploring student workload at a New Zealand university interested in understanding how student time allocation decisions are being made during actual weeks of study rather than hypothetical ‘typical’ weeks. The results show that the sampled students allocated time in line with university expectations. Time allocation on course work was significantly affected by assessment deadlines and by student achievement striving. Student grade point average was strongly correlated with time spent, and strongly influenced by students’ beliefs regarding their motivation and self-efficacy. Universities are encouraged to explore mechanisms that support students being better informed about the implications of their choices, actively influencing their sense of priorities and expectations regarding the effort needed to be successful in their studies.     

The personal tutor–student relationship: student expectations and experiences of personal tutoring in higher education

The personal tutor plays a key role in the student experience at university, and personal tutoring embodies the student relationship with the university, suggesting that it has the potential to provide insights beyond that specific relationship to the institution and higher education context. A focus session with first year undergraduate students explored expectations and experiences of personal tutoring from the student perspective. Interpretative phenomenological analysis was used to explore students’ lived experiences, and identified superordinate themes of expectations, experiences and relationships, with cluster themes including independence and authenticity. Developing a positive and genuine relationship with the personal tutor was found to ‘buffer’ against some of the first year challenges and contribute towards a sense of belonging. Importantly, this study provides evidence that experiencing poor personal tutoring is worse than not having a personal tutor at all, as this can lead to students experiencing strong negative emotions and re-evaluating their decision to go to university. Implications of these findings in the current higher education context of fee-paying students and competing institutional demands are discussed.     

Improving higher education practice through student evaluation systems: is the student voice being heard?

Many higher education institutions use student evaluation systems as a way of highlighting course and lecturer strengths and areas for improvement. Globally, the student voice has been increasing in volume, and capitalising on student feedback has been proposed as a means to benefit teacher professional development. This paper examines the student evaluations at a university in Trinidad and Tobago in an effort to determine whether the student voice is being heard. The research focused on students’ responses to the question, ‘How do you think this course could be improved?’ Student evaluations were gathered from five purposefully selected courses taught at the university during 2011–2012 and then again one year later, in 2012–2013. This allowed for an analysis of the selected courses. Whilst the literature suggested that student evaluation systems are a valuable aid to lecturer improvement, this research found little evidence that these evaluations actually led to any real significant changes in lecturers’ practice.     

‘What drives students’ affective commitment towards their university?’

How can universities build ongoing, committed relationships with students, able to withstand the financial and emotional challenges of studying in higher education? The research proposes that students’ ongoing attachment to their university, based on positive feelings towards the university, is an important aspect of the student experience. This ongoing attachment is conceptualised here as students’ affective commitment towards their institution. Using an online survey-method and a research sample comprising undergraduate students studying in the UK, this research identifies three factors which drive students’ affective commitment towards their institution. These factors include students’ affective commitment towards academics and students’ calculative commitment towards the institution; factors which draw from the relational literature. A third factor, commitment balance, was developed within this research. Commitment balance occurs when a student’s commitment to their university is perceived to be reciprocated by the university’s commitment to the student. The study found that commitment balance was the most important driver of students’ ongoing attachment to their institution. The paper proposes that commitment balance is a key idea to consider within relational studies generally, but has a particular relevance in the higher education context for understanding the student experience. Commitment balance reflects the pulse of reciprocity which energises relational exchanges between students and institution. The findings of this research reinforce how critically important it is for universities and academics to build relationships with students. The desired outcome is to enhance the student experience, create positive attachment between students and university and ultimately improve student retention.     

Identifying attrition risk based on the first year experience

Using data collected from a recent national survey of Australian first-year students, this paper defines and validates four scales – belonging, feeling supported, intellectual engagement and workload stress – to measure the student experience of university. These scales provide insights into the university experience for both groups and individual students, to assist institutions in supporting and managing successful outcomes for their students. These data highlight the particular importance of a sense of belonging and mitigating workload stress to addressing attrition risk. Many traditional equity groups were found to only differ significantly from ‘traditional’ students on the stress scale. However, these groups potentially contain enormous individual variation, and even the average experiences of these groups reveal that complexity in the engagement, motivation and sense of belonging of students from equity backgrounds. Importantly, the scales presented in this paper can easily be used by practitioners, researchers and institutions to identify risk of attrition at an individual level based on attitudinal factors rather than background or behavioural factors. This may inform university strategy and practice to enhance the student experience and increase retention across the sector.     

The middle years slump: addressing student-reported barriers to academic progress

First-year university student attrition has been widely explored. However, there is a gap in our understanding when it comes to later years. Why do students who successfully navigate the hurdles of transition into university become at risk of exclusion in the middle years of study because of poor academic progress? This qualitative project develops a student-centred understanding of the problem of attrition through academic failure. It investigates the reasons given by students wishing to avoid involuntary exclusion from their course. Specifically, we address why middle-year students say they fail when they wish to succeed by examining self-reports. We find six main self-reported themes in three categories. The problems faced by mid-degree undergraduates are broader and more complex than those encountered in the first year. Our findings contrast with previous work on first-year attrition, which found that negative expectations of their own ability to succeed were a major factor in students’ decisions to drop out, although our study is constructed differently in that we analyse people wishing to continue their studies. The results expand our understanding of student involuntary attrition in the middle years. The overarching major issues in the themes we identified were financial, family/personal issues and health problems. In particular, mental health issues were remarkably apparent. This has significant implications for future student support. We find that there are commonly multiple reasons underlying each student’s at-risk status and provide suggestions for managers of programs that help students succeed.     

What is meant by ‘support’ in higher education? Towards a model of academic and welfare support

This paper focuses on academic and welfare support for students in higher education, and specifically what makes that support effective. It draws on data from a research project which aimed to explore networks of support for disabled and non‐disabled students. Part of the research focused on the nature and sources of support that were identified as important by students, as well as the kinds of support that were available within the higher education institution (HEI). What emerged as of particular interest was the question, ‘What do we mean by support?’ Drawing mainly on the voices and experiences of the students, perceptions of support were explored and the effects of support on the students’ experience of higher education were considered. Through a focus on more generic support structures as well as support which was specific to individual (disabled) students, the research aimed to understand ‘support’ and its importance from the student perspective.     

Digital downsides: exploring university students’ negative engagements with digital technology

Digital technologies are now an integral feature of university study. As such, academic research has tended to concentrate on the potential of digital technologies to support, extend and even ‘enhance’ student learning. This paper, in contrast, explores the rather more messy realities of students’ engagements with digital technology. In particular, it focuses on the aspects of digital technology use that students see as notably unhelpful. Drawing on a survey of 1658 undergraduate students from two Australian universities, the paper highlights four distinct types of digital ‘downside’. These range from low-level annoyances and interruptions, to ways in which digital technologies are seen to diminish students’ scholarship and study. Against this background, the paper considers how discussions of digital technology might better balance enthusiasms for what we know might be achieved through technology-enabled learning, with the often unsatisfactory realities of students’ encounters with digital technology.     

Student voice: using qualitative feedback from students to enhance their university experience

Many performance indicators in Australian higher education are based on the quantitative data from student feedback surveys, while the qualitative data usually generated by these surveys receive relatively limited attention. This paper argues that these data, if collected and analysed in a systematic way, can be used as an effective and robust institutional performance indicator and can assist in the enhancement of the student experience. The paper describes a comparative analysis of qualitative data generated at a large metropolitan multi-campus university by the annual Course Experience Questionnaire during 2001–2011. In total, approximately 78,800 student open-ended comments have been analysed via CEQuery – a software tool that facilitates analysis of the written comments. The results compared across the years allow the university to identify key trends in student experience and areas that warrant an improvement focus. The paper provides examples on how the university uses the data. It concludes that to be successful, universities should include a focus on what students have to say in their own words and incorporate such feedback into their priorities.     

基于大学生创新性实验计划下学生主体性的发展策略

大学生创新实验计划的实施与学生的主体性密不可分,两者是相互促进的关系。一方面,学生主体性的发挥是计划实施的基础,创新性实验计划依赖于学生主体性的发挥;另一方面,计划实施的最终目的是促进学生主体性的发展,创新性实验计划的实施彰显了学生的主体性。提出高校在实施大学生创新性实验计划时,应紧紧围绕大学生的主体性开展工作,通过营造良好环境、构建科研课程体系、创设保障体系等策略,培养学生的主体意识,促进学生主体性的发展。