scholarly journals Student perceptions of customer experience in a higher education environment

2014 ◽  
Vol 14 (1) ◽  
Author(s):  
Albertus Le Roux ◽  
Renier J. Van Rensburg
Keyword(s):  
Higher Education ◽  
Student Perceptions ◽  
Undergraduate Students ◽  
Quantitative Research ◽  
Personal Information ◽  
Customer Experience ◽  
North West ◽  
The North ◽  
Managerial Implications ◽  
Positive Experiences

Orientation: Higher education institutions (HEIs) are facing many challenges such as intense competition and a decrease in government subsidies. Creating more satisfied undergraduate students with a high level of loyalty can increase retention of students.Research purpose: The main aim of the study was to measure students’ level of loyalty, advocacy intentions and perceptions of customer experience during service encounters with administrative staff of the North-West University.Motivation for the study: Positive experiences by students on-campus can increase their satisfaction levels which will lead to an increased propensity for further studies, develop a sense of loyalty and increase advocacy intentions to promote the university to others.Research approach, design and method: This quantitative research followed a descriptive research design. Self-administered questionnaires were handed out to 1295 students on the 3 campuses of the university.Main findings: Students on the Potchefstroom campus show much higher loyalty and advocacy intentions than their counterparts on the Vaal and Mafikeng campuses. Overall the findings indicate that the students have very positive perceptions of the professional appearance of staff members, and also think that their personal information is handled in a secure manner. Male and female students did not differ in their levels of customer experience. European language-speaking students reported a higher level of customer experience compared to their African language-speaking counterparts. The customer experience levels of students in the Potchefstroom Faculty of Health Sciences are higher than students in the Vaal Faculty of Humanities.Practical/managerial implications: It could be beneficial for the management of tertiary institutions to gain insight into the sources or factors that constitute positive experiences for students, for example convenient opening hours and ease of contacting staff by telephone. The training of newly appointed and existing staff could also be enhanced when they are sensitised regarding students’ perceptions of positive customer experiences.Contribution/value-add: The adoption of strategies by HEIs to attract and retain students and render excellent services will result in loyal ambassadors who will demonstrate high advocacy intentions.

scholarly journals The impact of using smartphones on the academic performance of undergraduate students

2018 ◽  
pp. 290-308
Keyword(s):  
South Africa ◽  
Academic Performance ◽  
Undergraduate Students ◽  
Quantitative Research ◽  
Research Approach ◽  
North West ◽  
The North ◽  
The Impact

This study investigated the impact of using smartphones on the academic performance of undergraduate students at the North-West University, South Africa. To determine the impact, this study deployed the quantitative research approach to collect data from 375 undergraduate students using questionnaires. It was found that most undergraduate students are using their smartphones to engage with fellow students and lecturers. It was also found that using smartphones distracts students from their studies in certain aspects. The results also showed the impact of using smartphones on students’ academic capabilities and progression.

scholarly journals Talking the Talk and Fitting In: Troubling the Practices of Speaking? ‘What you are Worth’ in Higher Education in the UK

2015 ◽  
Vol 20 (2) ◽  
pp. 27-39 ◽  
Author(s):  
Michelle Addison ◽  
Victoria ◽  
G. Mountford
Keyword(s):  
Higher Education ◽  
Empirical Research ◽  
Undergraduate Students ◽  
Research Projects ◽  
University Staff ◽  
Cultural Meanings ◽  
The North ◽  
The Uk ◽  
Fitting In ◽  
Uk Higher Education

In this article we raise questions about fitting in pertaining to various classed identities within two UK Higher Education Institutions (HEI). We discuss the pains and privileges attached to accent and ways of speaking worth: Who is able to mobilize and capitalize on inscribed values, as they come to be attached to ways of talking? Accents and ways of talking are part of embodied class identities and whilst some carry connotations of intelligence, other ways of talking are positioned as lacking value, as well as other cultural meanings ( Sayer 2002 ; Spencer, Clegg and Stackhouse 2013 ; Lawler 1999 ; Skeggs 1997 ; Southerton 2002 ; Taylor 2007 ; Macfarlane and Stuart-Smith 2012 ). In this article we discuss our empirical research carried out in two separate qualitative ESRC-funded research projects in the north of England with undergraduate students (Victoria Mountford) and university staff (Michelle Addison). Focusing primarily on white British ways of talking, we examine how embodying particular accents or ways of talking affect classed notions of ‘fitting in’ or ‘standing out’ (Reay et al 2009: 1; Abraham and Ingram 2013 ) in HE. In a climate of uncertainty in Higher Education we are concerned that the importance of demonstrating one's impact, value and worth comes down to more than just productivity, it is becoming demonstrably about being able to ‘talk the talk’. Here we trouble the practices of speaking ‘what you are worth’.

scholarly journals Emergency Remote Teaching during COVID-19: A Comparison of Student Perceptions

2021 ◽  
Author(s):  
Kevin Fuchs
Keyword(s):  
Higher Education ◽  
Student Perceptions ◽  
Undergraduate Students ◽  
Online Teaching ◽  
Hybrid Learning ◽  
Perceived Performance ◽  
Global Pandemic ◽  
Education Community ◽  
Significant Difference ◽  
The World

The pandemic has shaken up the higher education landscape around the world, with responses from institutions falling into three categories: retaining in-class teaching with social distancing, adopting hybrid models (blended learning, limiting the number of students on campus), or transitioning to fully online teaching. However, there is a significant difference between emergency remote teaching and a genuine shift to online/hybrid learning, with the key distinguishing term being “emergency.” In response to the global pandemic, the higher education community is now working on the continuous development of action plans in a quest to identify means to manage the crisis more efficiently. The purpose of this paper is to analyze the perceived performance of ERT from the perspective of undergraduate students. For that purpose, samples (n=332) were taken in two different geographical settings, i.e., Thailand and Sweden. Moreover, it is the objective to compare both samples and identify similarities and inadequacies which help stakeholders to manage ERT more efficiently in the future.

Examining Sexuality in the Context of HIV/AIDS Knowledge among Students of the North-West University Mafikeng Campus

2017 ◽  
pp. 232-244
Author(s):  
Paul Bigala
Keyword(s):  
Undergraduate Students ◽  
Married Couples ◽  
Cross Sectional Study ◽  
Female Students ◽  
Sexual Pleasure ◽  
Male Students ◽  
Cross Sectional ◽  
North West ◽  
The North ◽  
Hiv Aids

The study investigated gender differences in attitudes towards sexuality in the context of HIV/AIDS among undergraduate students. The cross-sectional study was conducted among 1,498 randomly selected students. The majority of the students interviewed were females at 53.9% (M= 20.24, SD=2.98) compared to 46.1% males (M=21.67, SD=3.35). More Males (16%) responded in the affirmative with regard to having more than one sexual partner than female students (10%). Also, more male students (32.7%) than female students (18.6%) indicated that using condom reduces sexual pleasure and over 40% of both sets of respondents indicated that sexual intercourse should only be done between married couples. This study underscores the need to strengthen HIV/AIDS programmes to include issues on sexuality and encourage undergraduate students to attend these programmes.

ICTs and Improvement of Agriculture in the North West Region of Cameroon

2019 ◽  
Vol 11 (1) ◽  
pp. 1-19
Author(s):  
Wuchu Cornelius Cornelius Wutofeh
Keyword(s):  
Quantitative Research ◽  
Agricultural Sector ◽  
Agricultural Practices ◽  
Agricultural Activities ◽  
Structured Interviews ◽  
North West ◽  
The North ◽  
West Region ◽  
Research Designs ◽  
To Come

This chapter evaluates the link that exists between ICTs and the promotion of agricultural activities. It presents forms of ICTs within the region, agricultural practices, and how they interact to enhance development. Qualitative and quantitative research designs were adopted with the use of semi-structured interviews and observation and questionnaires. Data derived was coded and analyzed using appropriate statistical procedures to come out with the following findings: diverse forms of ICTs, both traditional and modern, are available for the population of the North West Region; agricultural activities in the North West Region were found to be diverse though subsistence; ICTs present were found to be very significant in promoting agricultural activities in the region. Despite the problems that hinder the integration of ICTs in the agricultural sector of the region, increased capital and training will help boost this sector and enhance the socio-economic development of the region.

Undergraduate perceptions of social media proficiency and graduate employability

2017 ◽  
Vol 7 (3) ◽  
pp. 261-274 ◽  
Author(s):  
Karen Sutherland ◽  
Susie Ho
Keyword(s):  
Higher Education ◽  
Social Media ◽  
Student Perceptions ◽  
Undergraduate Students ◽  
Student Attitudes ◽  
Perceived Benefits ◽  
Content Type ◽  
Media Pedagogy ◽  
Graduate Employability ◽  
Higher Education Pedagogy

Purpose The purpose of this paper is to explore undergraduate student attitudes towards the inclusion of social media training within higher education pedagogy, student perceptions of social media proficiency as professional expertise and its impact on graduate employability. Design/methodology/approach In all, 81 undergraduate students studying medicine, law, science and arts volunteered to complete an online survey. Questions examined student attitudes towards the delivery of social media pedagogy at university and the perceived benefits of social media proficiency. Findings Participants stated that social media skills should be taught in optional classes (85 per cent) covering generic competencies (56 per cent). The majority (91 per cent) of respondents reported that social media skills and training were valuable for employability. Research limitations/implications This was a pilot study and was therefore limited by the self-selection of participants, sample size and geographic location. Practical implications This study identifies that undergraduates across a range of disciplines are receptive to developing professionally relevant social media skills within higher education pedagogy and identify a link between social media proficiency and graduate employability. Originality/value Despite the increasing necessity for social media skills in professional environments, few studies have examined the teaching of social media skills as a core competency in higher education. Instead, social media is largely examined in relation to curriculum delivery and student engagement. This study explores attitudes towards the delivery of social media pedagogy at university and the perceived benefits of social media proficiency exclusively from the viewpoint of undergraduate students, to provide an alternative insight rarely explored in the literature.

scholarly journals THE FACTORS EFFECT ON BRAND EQUITY IN HIGHER EDUCATION

2021 ◽  
Vol 51 (03) ◽  
Author(s):  
NGUYỄN VĂN THANH TRƯỜNG
Keyword(s):  
Higher Education ◽  
Brand Equity ◽  
Quantitative Research ◽  
Academic Staff ◽  
Research Result ◽  
Education Institution ◽  
Perceived Quality ◽  
Quantitative Research Methods ◽  
Managerial Implications ◽  
Quality In Higher Education

An issue of university development is the increasing stratification that significantly affects a higher education institution's enrollment and benefit. The higher education institution has realized that the brand increases recognized as an essential determinant of learner choice. The study identifies the components of perceived quality in higher education and examines the model of perceived quality and reputation effect on brand equity. With qualitative and quantitative research methods, the results confirm the four-factor structure of perceived quality and reputation influence brand equity in the higher education sector. The study asserts that perceived quality is considered a reflective construct, including library services, dining service, physical facilities, and academic staff responsiveness. Some managerial implications are proposed based on the research result.

scholarly journals The Pilot Maths Centre at the North West Regional College

2016 ◽  
Vol 15 (1) ◽  
pp. 56
Author(s):  
Terry Mcivor ◽  
Jonathan Cole ◽  
Ciarán Mac an Bhaird
Keyword(s):  
Higher Education ◽  
Northern Ireland ◽  
North West ◽  
Future Developments ◽  
The North ◽  
Regional College ◽  
Education College ◽  
Set Up

This paper discusses the establishment in 2015 of the first Maths Centre in any Further and Higher Education College in Northern Ireland. In particular, it considers the rationale for its development, how it was set up and how it runs. It also presents initial figures and feedback, and plans for future developments. 

scholarly journals HIV/AIDS Perceptions, attitudes and awareness of undergraduate students

2006 ◽  
Vol 2 (1) ◽  
Author(s):  
Christo Van Wyk
Keyword(s):  
Undergraduate Students ◽  
Tertiary Education ◽  
Future Research ◽  
Detailed Knowledge ◽  
Cross Sectional ◽  
Convenience Sample ◽  
North West ◽  
The North ◽  
Vaal Triangle ◽  
Hiv Aids

The central question to be examined revolves around the perceptions, attitudes and awareness regarding HIV/AIDS among undergraduate students at the North-West University (Vaal Triangle Campus). Therefore, the objective of this research was to assess these perceptions, attitudes and awareness regarding HIV/AIDS. A convenience sample of undergraduate students was used in a cross-sectional design (N = 290). A semi-standardised questionnaire as well as a biographical questionnaire was administered. The semi-standardised questionnaire was proven to be reliable. Cronbach’s alpha coefficient of between 0.65 and 0.71 was obtained. Descriptive statistics were used to analyse the data. Results indicated that students experienced and perceived differences with regards to their biographical variables in terms of their perceptions, attitudes and awareness regarding HIV/AIDS. Differences were also found between students in different study modules and study years. The findings revealed that the majority of the students were quite knowledgeable regarding HIV/AIDS. While some students had detailed knowledge of the disease and its prevention, others (the minority) were either completely ignorant about it or deny its existence. Recommendations were made for future research in the area of HIV/AIDS within the context of tertiary education.

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