Abstract
Students’ experiences have been covered by a large number of studies in different areas. Even so, the concept of student experience (SX) is diffuse, as it does not have a widely accepted meaning and is often shaped to the specific purposes of each study. Understanding this concept allows educational institutions to better address the needs of students. For this reason, we conducted a systematic literature review addressing the concept of SX in higher education, specifically aiming at undergraduate students. In this work, we approach the concept of SX from the perspective of customer experience (CX), based on the premise that students are users of higher education institutions’ products, systems and/or services. We reviewed articles published between 2011 and 2021, indexed in five databases (Scopus, Web of Sciences, ACM digital, IEEE Xplore and Science Direct), trying to address research questions concerning: (1) the SX definition; (2) dimensions, attributes and factors that influence SX; and (3) methods used to evaluate the SX. We selected 65 articles and analyzed various SX definitions, as well as scales and surveys to evaluate SX, mainly relating to satisfaction and quality in higher education. We propose a holistic definition of SX and recommend ways to achieve its better analysis.
Highlights
The satisfaction of people’s needs is undoubtedly an element of vital importance for the consolidation of a brand or company in the market
The concept is relevant in our study given that, as a client, students are the users of services, products and systems offered by higher education institutions (HEIs)
It is possible to find a large variety of definitions with specific approaches related to the specific purposes of each study
Summary
The satisfaction of people’s needs is undoubtedly an element of vital importance for the consolidation of a brand or company in the market This may become even more complex when considering the perceptions of customers that interact with an organization. Customer experience (CX) refers to people’s expectations, emotions and interactions with a brand through systems, products, and services, and should be a priority in the market; it has been pointed out that its proper administration can lead to a differential advantage for service organizations [1]. UX is a concept closely related to CX, which extends the analysis of user interactions with a single product, system, or service to all interactions with a brand, through the products, systems and services that it offers. The concept is relevant in our study given that, as a client, students are the users of services, products and systems offered by higher education institutions (HEIs)
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