A snapshot of the student experience: exploring student satisfaction through the use of photographic elicitation

Student satisfaction is both an important and yet controversial issue within the higher education sector, which is typically measured through policy-driven metrics such as the National Student Survey. However, less is understood about the qualities of a satisfying student experience ‘as lived’ from the perspective of the student, thus questioning the adequacy of such measures. In response to this, the current study used student-driven photographic elicitation as a means of more adequately capturing the holistic student experience. This entailed nine final-year undergraduate psychology students who each gathered a series of photos, which formed the basis for discussion in an interview. Thematic analysis of the narratives of the interview discussions revealed several main themes surrounding their experiences. These were: ‘Learning Environment’, ‘Work–Life Balance’ and ‘Wider University Community’. Findings are discussed with reference to the implications of student satisfaction, and national metrics used for measuring it, for institutional policies of recruitment and retention.     

新建地方本科高校教育服务质量与学生满意度的结构方程模型分析

通过对江西新建地方本科高校宜春学院、九江学院高等教育服务质量满意度的抽样调查,发现高等教育服务投入质量对过程质量和结果质量有显著的正向影响、过程质量对结果质量有显著的正向影响、过程质量和结果质量是影响学生满意度的主要因素、结果质量和学生满意度对学生行为意向有显著的正向影响。     

Assessing antecedents and consequences of student satisfaction in higher education: evidence from Malaysia

This paper explores the interrelationships of the key influences on student satisfaction via multivariate analysis from three groups of university students in two popular private universities in Malaysia. The correlation coefficient and structural model indicated that student satisfaction is influenced not only by academic quality, but also by the university core services, information technology services, and skill building. These dimensions are linked to one another. The strong interrelationships between these dimensions are indicative that holistic approach needs to be adopted rather than dealing with each dimension in isolation in creating a valued education. Significant performance gaps of key influences indicated that the satisfaction levels are below students’ expectation despite the satisfaction scores being above average. Academic assessment, teaching quality, and IT are areas where a university management needs to prioritize resources in order to increase student satisfaction. Students who perceived higher value are more likely to have higher repurchase intention.     

Physical classroom environment and student satisfaction with courses

The higher education market in South Korea has matured over recent decades. Higher education institutions have invested in many areas to boost the student experience. Student satisfaction has been identified as a key variable in explaining the holistic evaluation of the course. This study aims to fulfil a void in research by developing a study model consisting of cognitive evaluation, affective evaluation and student satisfaction with the course. Furthermore, two constructs of classroom physical environments were added to measure the moderating effect of satisfaction’s antecedents. Results indicated that student satisfaction with a course was significantly explained by cognitive and affective evaluations. Affective evaluation played a mediating role between cognitive evaluation and students’ satisfaction with the course. In addition, the impact of cognitive evaluation was greater than that of affective evaluation. The cognitive and affective evaluation constructs in the proposed theoretical framework accounted for 56% of the variance explained in student satisfaction with the course. Moreover, results of the invariance test revealed that ambient conditions of the classroom and its spatial layout and functionality significantly enhanced the effects of cognitive evaluation and affective evaluation on student satisfaction with the course.     

Values education and student satisfaction: German business students' perceptions of universities' value influences

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.     

Beyond traditional school value-added models: a multilevel analysis of complex school effects in Chile

School value-added studies have largely demonstrated the effects of socioeconomic and demographic characteristics of the schools and the pupils on performance in standardised tests. Traditionally, these studies have assessed the variation coming only from the schools and the pupils. However, recent studies have shown that the analysis of academic performance could significantly benefit from additional complexity in the model structure, incorporating non-hierarchical and unexplored levels of variation. Using data on secondary students from the Chilean National Pupil Database (2004–2006), this study shows how the traditional value-added models fall short in addressing the complex phenomenon of academic performance, because they largely overestimate school effects. A 4-level contextualised value-added model for progress in Mathematics was implemented and shown to avoid the masking of classroom and locality effects found in the traditional models. We also analyse the effects of important structural factors in Chile such as family income and school type.     

基于毕业生满意度的高校服务型管理模式建构

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。     

A methodological review of statistical methods for handling multilevel non-nested longitudinal data in educational research

As applications of multilevel modelling in educational research increase, researchers realize that multilevel data collected in many educational settings are often not purely nested. The most common multilevel non-nested data structure is one that involves student mobility in longitudinal studies. This article provides a methodological review of three statistical methods for handling student mobility in longitudinal studies: a multilevel approach, a cross-classified approach, and a cross-classified multiple membership approach. The strengths and weaknesses of each approach and the essential differences between the three approaches are discussed. The Early Childhood Longitudinal Study Kindergarten Cohort data are analysed to demonstrate the differences in parameter estimates and statistical inference between the three approaches. Potential applications of the three approaches in educational research and beyond and directions for further methodological investigations are discussed.     

Evaluating student satisfaction of quality at international branch campuses

The aim of this research is to present the determinants of students’ perceptions of quality and experience of study at international branch campuses in Malaysia, a country that is set to become an academic hub in Asia. This study used a multi-method approach for data collection. The respondents comprised 245 students (both undergraduate and postgraduate) from six renowned international branch campuses operating in the country – three from Australia, two from the UK and one from India. In addition, a total of 21 face-to-face interviews were conducted after the survey. The results revealed that across the seven dimensions examined concerning education and non-education qualities – university reputation/image, programme quality, lecturers and teaching quality, student learning environment, effective use of technology, counselling and academic advising support, and social life (direct/indirect) facilities – the students were largely satisfied. The paper adds to the existing body of research on higher education service quality, particularly on students’ perceptions and expectations of international branch campuses.     

The potential of student narratives to enhance quality in higher education

University policies are increasingly developed with reference to students’ learning experiences, with a focus on the concept of the ‘student voice’. Yet the ‘student voice’ is difficult to define and emphasis is often placed on numerical performance indicators. A diverse student population has wide-ranging educational experiences, which may not be easily captured within the broad categories provided by traditional survey tools, which can drown out the rich, varied and gradual processes of individual development. There is no single tool that can be used to measure students’ experiences. This paper draws on findings from four narrative inquiry studies, carried out in the United Kingdom, Australia, South Africa and New Zealand, to illustrate how a narrative approach could be used to complement performance indicators. This provides a richer context for educators’ understanding of students’ experiences and for supporting and setting institutional agendas.     

Negotiating accountability during student teaching: the influence of an inquiry-based student teaching seminar

Drawing on the work of Russian literary critic, Mikhail Bakhtin, this article explores how an inquiry-based social studies student teaching seminar helped three preservice teachers negotiate the pressures of standards-based reforms during student teaching. The author first examines how initial perceptions of standardization and high-stakes testing corroded images of powerful teaching and created an ex post facto relationship with teaching social studies. The author then explores how an inquiry-based seminar mitigated these initial impressions by (1) suspending the authority of accountability; (2) creating contact through collaborative inquiry; and (3) refracting practice.     

Multilevel analysis of the effects of student and course characteristics on satisfaction in undergraduate liberal arts courses

The purpose of this study is to analyze the effects of student and course characteristics on student satisfaction in courses by using a two-level hierarchical linear model (HLM). Based on literature reviews, 13 research variables (1 student gender, 2 student academic year, 3 student major, 4 student reason for taking the course, 5 student level of course participation, 6 student expected grade, 7 student achieved grade, 8 faculty gender, 9 faculty age, 10 faculty status, 11 academic field of the course, 12 class size, and 13 course type) were selected and specified as fixed effects in the analysis model. Data were 57,216 ratings of 1,481 undergraduate liberal arts courses at Seoul National University in 2006. The result of unconditional model analysis revealed that student characteristics’ effects on student satisfaction in courses (within-course effects, 88.1%) were much larger than course characteristics’ effects (between-courses effects, 11.9%). The result of conditional model analysis specifying student and course level predictors revealed that those 12 research variables, with the exception of student gender, had statistically significant effects on student satisfaction in courses. The explained variance was 22.0% in student level, 65.8% in course level, and 27.2% of the total variance. An earlier version of this paper was presented at the 8^th International Conference on Education Research, Seoul National University, Seoul, Korea, October 23–25, 2007.     

Bridging the gap: supporting student transitions into higher education

This research focused on the early experience of students entering an undergraduate course in a post‐1992 university that is committed to widening participation. Using Bourdieu’s concept of cultural capital and habitus as a theoretical framework, data were collected from students using an online questionnaire and small‐group discussions during the critical first days and weeks when they need to fit in to their new environment. The research was designed to consider whether there is a ‘new student’ in higher education (HE) and to consider the possible influence of cultural capital and habitus on a student’s transition. Data were collected using an online questionnaire with a response rate of 52% (n=180), and this was followed up with five small‐group discussions with 25 of the respondents. Participants self‐selected to take part in the small‐group discussions but the sample did reflect the cohort in relation to ethnicity, age and gender. The data collected from the questionnaire provided a snapshot of the students’ early experience within the university, and data from the small‐group discussions were used to triangulate this and allow emerging themes to be explored in greater depth. The results showed that the majority of the students (70%) were combining work with study and most students spent a minimal amount of time on campus, perhaps supporting the concept that there is a ‘new student’ in HE. Perceptions about their transition varied, but most of the students expressed concern about the perceived need to be an independent learner. Students stated that they needed more structured activities on campus to encourage them to fit in, and more support from academic staff, with clear instructions about what was expected.     

Predicting student satisfaction and perceived learning within online learning environments

Student satisfaction is used as one of the key elements to evaluate online courses, while perceived learning is considered as an indicator of learning. This study aimed to explore how online learning self-efficacy (OLSE), learner–content interaction (LCI), learner–instructor interaction (LII), and learner–learner interaction (LLI) can predict student satisfaction and perceived learning. A total of 167 students participated in this study. Regression results revealed that the overall model with all four predictor variables (OLSE, LCI, LII, and LLI) was significantly predictive of satisfaction and perceived learning. The study found that LCI was the strongest and most significant predictor of student satisfaction, while OLSE was the strongest and most significant predictor of perceived learning. However, LLI was not predictive of student satisfaction and perceived learning. This study suggests that instructors employ strategies that enhance students’ OLSE, LCI, and LII. Research is needed to understand how LLI fosters student learning and satisfaction.     

International student satisfaction with,and behavioural intentions towards,universities in Victoria

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.     

Mature student experiences in teacher education: widening participation in Greece and England

In the context of the growing number of mature students entering higher education in Europe, this study breaks new ground in comparing the personal and professional identities of mature student teachers in Greece and England. Using an analytical model of student success by Zepke and Leach (2008 Zepke, N. and Leach, L. Linking soft skills and student engagement in second chance education. Paper presented at the Comparative Education Society of Europe (CESE) annual conference. July7–10, Athens, Greece.  [Google Scholar]), the research sought to identify the factors affecting the progress and development of 30 mature student teachers (15 in each country). It was found that individual motivation and prior experience were assets in the development of the student teachers, while peer and family support were vital success factors. In the English context, the importance of institutional support from university and school-based tutors was also strong. Barriers included financial difficulties and domestic responsibilities, which had a particular impact on mature women students. Some recommendations to improve institutional support for mature student teachers are made in conclusion.     

Student perceptions of teaching excellence: an analysis of student-led teaching award nomination data

This research explores student voice and student perceptions of teaching excellence in higher education, and authors suggest implications for student engagement and student/staff partnerships in teaching and learning. Edinburgh University Students’ Association facilitates the longest-running student-led teaching awards in the UK, receiving 2000–3000 open-ended student nominations annually which raise the profile of teaching and reward strong teachers. These extensive qualitative data were analysed using aspects of a grounded theory approach to investigate student perceptions of teaching excellence. This research identified four key themes of teaching excellence: (1) concerted, visible effort; (2) commitment to engaging students; (3) breaking down student-teacher barriers; (4) stability of support. This paper explores these themes with respect to theoretical work on teaching excellence and suggests that students’ perceptions of excellence in teaching and student support advance notions of ‘critical excellence’ and ‘moral excellence’.     

How student perceptions about online learning difficulty influenced their satisfaction during Canada's Covid-19 response

The COVID-19 pandemic has posed a significant challenge to higher education and forced academic institutions across the globe to abruptly shift to remote teaching. Because of the emergent transition, higher education institutions continuously face difficulties in creating satisfactory online learning experiences that adhere to the new norms. This study investigates the transition to online learning during Covid-19 to identify factors that influenced students' satisfaction with the online learning environment. Adopting a mixed-method design, we find that students' experience with online learning can be negatively affected by information overload, and perceived technical skill requirements, and describe qualitative evidence that suggest a lack of social interactions, class format, and ambiguous communication also affected perceived learning. This study suggests that to digitalize higher education successfully, institutions need to redesign students' learning experience systematically and re-evaluate traditional pedagogical approaches in the online context.

Practitioner notes

What is already known about this topic

• University transitions to online learning during the Covid-19 pandemic were undertaken by faculty and students who had little online learning experience.
• The transition to online learning was often described as having a negative influence on students' learning experience and mental health.
• Varieties of cognitive load are known predictors of effective online learning experiences and satisfaction.

What this paper adds

• Information overload and perceptions of technical abilities are demonstrated to predict students' difficulty and satisfaction with online learning.
• Students express negative attitudes towards factors that influence information overload, technical factors, and asynchronous course formats.
• Communication quantity was not found to be a significant factor in predicting either perceived difficulty or negative attitudes.

Implications for practice and/or policy

• We identify ways that educators in higher education can improve their online offerings and implementations during future disruptions.
• We offer insights into student experience concerning online learning environments during an abrupt transition.
• We identify design factors that contribute to effective online delivery, educators in higher education can improve students' learning experiences during difficult periods and abrupt transitions to online learning.

     

Determinants of PhD student satisfaction: the roles of supervisor,department, and peer qualities

Understanding the determinants of PhD student satisfaction is likely to become increasingly vital for universities as student satisfaction rankings already ubiquitous at undergraduate and master degree levels extend more broadly to the PhD level. Moreover, as PhD student populations and university competition become increasingly transnational, there is a growing need to understand cross-nationally common determinants of satisfaction. Building on prior research into PhD student satisfaction, and drawing upon relevant conceptual and metrical refinements in the measurement of satisfaction from cognate domains of psychology, we use cross-sectional data (N?=?409) from PhD candidates across the sciences, social sciences and humanities in 63 universities from 20 countries to examine how overall PhD student satisfaction is determined by, respectively and in combination, supervisor, department and peer-group, in terms of both their academic qualities and supportiveness. Taken together, we find that supervisor supportiveness is the greatest predictor of PhD student satisfaction, but that supervisor academic qualities have no significant effect. However, both the academic qualities and supportiveness of departments significantly predict PhD student satisfaction, suggesting university departments and PhD supervisors would ideally work jointly, and perhaps more closely than many currently do, to achieve competitive levels of PhD student satisfaction.     

Exploring discipline differences in student engagement in one institution

Student engagement has become increasingly important in higher education in recent years. Influenced internationally by government drivers to improve student outcomes, many countries and institutions have participated in surveys such as the National Survey of Student Engagement (NSSE) and its progeny, the Australasian Survey of Student Engagement (AUSSE). Findings from these surveys are used to make comparisons, for example, between disciplines within an institution, and between different institutions. The intention is positive – to generate institutional improvement. However, some researchers are raising issues with the design and use of instruments like the NSSE, particularly as it becomes dominant in countries such as the USA, Canada, Australia, New Zealand, South Africa, China and Ireland. Questions have also been raised about discipline differences in student engagement. This article reports on a study conducted in New Zealand. It draws on data from an AUSSE to answer the question: what can we learn about discipline differences in student engagement from AUSSE data in one institution? It uses analysis of variance and post hoc procedures to identify significant differences between disciplines. Findings show that: there were significant differences between disciplines on all six engagement scales; some discipline differences are influenced by assumptions in the AUSSE; findings on differences between hard and soft disciplines are both similar to and different from previous studies; AUSSE data not be compared across disciplines within an institution; and the AUSSE scales need to go beyond the current focus on measuring students’ behaviours.