Student satisfaction is widely recognised as a crucial factor and competitive element for higher education institutions. In today's academic landscape, the competition is fierce. Students often have numerous options to choose from. Higher education institutions need to find innovative ways to attract, retain, and build stronger relationships with students to stand out.
Academic services encompass the educational support provided by faculty members to facilitate student learning. Although this component is the cornerstone of any educational institution, institutions can thrive only by combining robust academic services with efficient administrative support in the contemporary competitive ecosystem of the education sector.
Before delving into the topic, let’s look at two case studies.
- A study in Turkey – Student Satisfaction in Higher Education, a Turkish Case, identified factors affecting university students' satisfaction, showing that better administrative services led to higher satisfaction levels, enhancing the institution's reputation and attracting more students. *1
- A meta-analysis (Competitive analysis) – Higher Education Quality and Student Satisfaction reveals that the quality of administrative services has the strongest correlation with student satisfaction, closely followed by student support and teaching quality. Emphasising these factors increase student satisfaction and elevate the institution's reputation among the academic community and potential students. *2
Drawing from the learnings of these and other studies, here are some strategies helpful for educational institutions to enhance their administrative services –
1. Organisational efficiency - The competence and professionalism of administrative personnel significantly influence student satisfaction. When staff are well-informed, friendly, and adequately trained, they can deliver enhanced services, leading to a positive perception of the institution by students.
For instance
- By implementing comprehensive training programs and conducting seminars and workshops, the administrative staff can enhance their communication and problem-solving skills, learn conflict resolution strategies, undergo diversity and inclusivity training, and address students' needs and concerns. This will enable them to deliver high-quality support services effectively.
- Studies indicate that well-trained employees exhibit improved professional skills, job satisfaction, and provide higher service quality. By introducing performance evaluation systems that include student satisfaction metrics, the management team can identify and incentivise staff members with outstanding administrative abilities. This can act as a source of motivation for the team.
2. Simplify administrative procedures - Institutions should strive to streamline and digitise administrative processes to minimise delays. This involves offering online services and clear instructions on procedures, which can greatly reduce student frustration and uncertainty. It is essential to establish strong and efficient communication channels for students to access information like clear guidelines, policies, and services, as well as easy contact with administrative staff for any necessary assistance. Integrating technology into administration can provide convenience and empower students to efficiently address their academic as well as non-academic requirements.
3. Create an inclusive environment - Establish an inclusive and supportive environment that prioritises well-being and adds a sense of value for students. Through initiatives that celebrate diversity and foster inclusivity, promote mental health, and mentorship programs, the institution can create a supportive atmosphere to ensure positive student engagement.
4. Prioritise enhancing both physical and digital infrastructure to the highest standards – The physical and digital infrastructure of a college play a vital role in supporting academic activities, enriching student experiences, and ensuring the overall effectiveness of the institution. This includes:
- Well-equipped classrooms, lecture and seminar halls, auditoriums, and specialised laboratories.
- Vibrant and inspiring common areas like lounges, recreational spaces, and sports facilities.
- Facilities for students with disabilities include ramps, elevators, and accessible restrooms.
- Access to standard health services.
- Efficient lighting, surveillance systems, and emergency services to maintain a safe campus environment.
- Digital infrastructure in the modern age demands - Learning Management Systems (LMS), Virtual Labs to enhance the AI learning experience, reliable and high-speed internet, digital library resources, digital administrative and communication portals, and cybersecurity measures.
5. Use student feedback as a valuable tool to course correct - Ultimately, the success of the college administration hinges on student satisfaction. Regularly soliciting feedback from students on their interactions with administrative services is imperative. Utilising tools like surveys, focus groups, and suggestion boxes can yield invaluable perspectives. Acting upon this feedback enables the administration to make necessary improvements, demonstrating to students that their input is esteemed and valued.
Summary
Understanding the mindset of learners allows institutions to cater to their needs and expectations more effectively. In this contemporary era, it is vital for higher educational institutions to continuously improve their administrative services to enhance student satisfaction and strengthen the institutional reputation.
References
*2
https://journals.sagepub.com/doi/abs/10.1177/09726225221082376?journalCode=meta
Disclaimer
The blog is curated by referring to various credible sources and does not necessarily reflect the opinions or positions of QS I-GAUGE. The information provided is for general informational purposes only, readers are advised to conduct their own research and seek professional advice before making any decisions.
Read more
https://www.ccsenet.org/journal/index.php/ibr/article/view/982
https://moderncampus.com/blog/customer-service-in-higher-education.html
https://www.tandfonline.com/doi/full/10.1080/2331186X.2023.2238468#abstract
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