Adjusting College Students’ Support Services to Students’ Type: Lithuania's Case

Tamulienė, Rasa

doi:10.1016/j.sbspro.2014.05.077

Cited by 5 publications

(7 citation statements)

References 11 publications

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“…Research in this area has been scant and has only focused on when the student support system should be activated [68]. No research has shown that supports is t to the student's needs [15]. Figure 1 shows the search process and inclusion of papers in this review.…”

Section: Resultsmentioning

confidence: 99%

“…Student support services are de ned in two ways: academic and non-academic services. Academic services are performed by academic staff and are based on university decisions and are related to teaching and learning issues and problems However, non-academic services are not related to academic topics but they provide the Suitable conditions for the student [15,48,61]. Students' needs play an important role in designing and improving educational systems.…”

Section: Discussionmentioning

confidence: 99%

“…Academic services are supervised by academic staff and are based on university decisions and are related to teaching and learning issues and problems. But non-academic services are centralized services that are not related to the teaching-learning process but improve learning conditions [15]. The following table shows the attributes of each dimension.…”

Section: -Student Supportive Service Dimensionsmentioning

confidence: 99%

“…In many studies, the impact of support service on student's wellbeing has been demonstrated, but what are the dimensions and components of the concept of support in blended learning? There is very low research in this eld and only has focused onwhen the student support service should be activated [15]. There is no speci c support mechanism in blended learning, soIn this study, we have tried to use concept analysis to identify the dimensions of student service and to re ne basic conceptual components in order to provide a clear and practical de nition.…”

Section: Introductionmentioning

confidence: 99%

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Student Support System in Virtual Learning Environment for Medical Education: McKenna Content Analysis Method

Mirmoghtadaie

Mohammadimehr

2020

Preprint

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Background: Student support services are a broad and important concept in education, each of which is related to a specific set of hypotheses related to the subject. This lack of theoretical and conceptual ambiguity has led to poor understanding and communication between researchers and policymakers and problems in comparing studies in different fields. The purpose of this study is to explain the student support system in virtual learning environment for medical education.Methods: This study was a qualitative research. An extensive search in scientific databases was carried out based on predetermined strategies, and 53 documents were reviewed from 1996 until 2019. Data were analyzed based on Hugh McKenna’s nine-step approach. Results: According to the literature review, determining the support services of students in virtual learning, providing academic and non-academic services is the responsibility of students' cognitive, emotional and social needs. These services lead to greater student participation in the process of self-learning and academic achievement, which is done at three levels: (pre-program, learning process and post-graduate support services). Student support services were categorized into conceptual areas (level, dimensions, and purpose) and the relationship between these conceptual areas was identified.Conclusions: Based on the findings of this study, student support services in virtual learning can be divided into two categories: academic and non-academic with relevant subcomponents. It is recommended that educators and policy makers use these results to facilitate student support for different types of virtual learning.

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Section: Resultsmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%

Section: -Student Supportive Service Dimensionsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Student Support System in Virtual Learning Environment for Medical Education: McKenna Content Analysis Method

Mirmoghtadaie

Mohammadimehr

2020

Preprint

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“…Consequently, the concept and adoption of service quality has been prevalent in the higher education domain as universities are competing incessantly to acquire top achieving students (Green, 2014;Mmutle et al, 2017). Students are able to ascertain how reputable the academic support department is in supporting teaching and learning by the quality of services rendered (Tamuliené, 2013).…”

Section: The Role Of Academic Support Departments Toward University Smentioning

confidence: 99%

Developing Innovative Support Structures in Higher Education Institutions: A Student Perspective

Ntoyakhe

Ngibe

2020

JERAP

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Higher education institutions have been obliged to work extremely hard to ensure their sustainability and growth to meet the ever-increasing demands of university students, parents, and stakeholders. Universities have been under great pressure to remain competitive with a great deal of emphasis placed on being innovative, building auxiliary structures, and acquiring qualified academics. The concept of service delivery of academic departments in universities of technology has received minimal attention. This study explored student expectations and perceptions of service quality provided by academic support departments with the intention of enhancing the level of student satisfaction and experience. A quantitative research approach was employed using questionnaires. A nonprobability convenience sampling was adopted to identify 260 students. Data were coded and analyzed for descriptive analysis using SPSS Version 23.0. The findings revealed that many students were not content with various services provided by the academic departments within the university and that the academic departments did not offer students the services that they expected. The dimension of SERVQUAL displayed a negative gap in services provided by academic administrative staff. On the basis of these findings, it is recommended that the university attends to the identified key areas of concern, particularly administrative staff competency.

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Enucleating the student support and services needs in higher education: the application of Kano analysis as a strategic tool

Tejero-Dakay,

Lozano,

Ferolin

2024

IJEM

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PurposeThis paper aims to help higher education institutions (HEIs) develop a better understanding of student support and services needs, thereby enabling them to allocate limited resources for initiatives that effectively improve student experience.Design/methodology/approachAn assessment framework following the Kano analysis is developed to categorize student service features based on customer satisfaction and need fulfillment. The framework is used at a local university, using 23 service features listed as minimum requirements by the national regulatory body for education. Analysis of the satisfaction survey results and prioritization are based on quality indices derived from a factor of importance and the satisfaction gap. A survey was conducted for two academic years to generate a comparison of results.FindingsOf the list mandated as minimum requirements for HEIs, the study revealed that no features were regarded as “must-be,” eight as performing, 14 as attractive and one as indifferent by the students. As these results were disaggregated per year level, the natural decay of delight as in the Kano theory was exhibited as there were less attractive features for students who have been in the university longest. After a full-year academic cycle, results compared to the baseline figures seemed to reveal of impact of the achievement of performance targets by the units rendering specific activities on client satisfaction.Research limitations/implicationsFurther rounds of the study are needed to build up more data sets on the relationship between objective performance and satisfaction level for performing features, mindful that this categorization is also bound to change along the way.Practical implicationsAs HEIs in the Philippines journey towards the establishment of their own respective internal quality assurance systems, this study provides a practical approach for institutions to transform a mere list of student services for compliance into a strategic tool to enhance the student experience.Originality/valueIn the context of continuous quality improvement, the study presents how the qualitative Kano model, along with simple quantitative tools in the methodology, can be utilized not only in the planning stage of service design but also in closing the planning, doing, checking and acting (PDCA) cycle and opening the quality improvement spiral.

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Adjusting College Students’ Support Services to Students’ Type: Lithuania's Case

Cited by 5 publications

References 11 publications

Student Support System in Virtual Learning Environment for Medical Education: McKenna Content Analysis Method

Student Support System in Virtual Learning Environment for Medical Education: McKenna Content Analysis Method

Developing Innovative Support Structures in Higher Education Institutions: A Student Perspective

Enucleating the student support and services needs in higher education: the application of Kano analysis as a strategic tool

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