Nicolás Matus (Pontificia Universidad Católica de Valparaíso), Cristian Rusu (Pontificia Universidad Católica de Valparaíso) and Federico Botella (Universidad Miguel Hernández de Elche)
Abstract:
Student eXperience (SX) is a particular case of Customer eXperience (CX). SX refers to experiences, interactions, and reactions of students of a Higher Education Institution (HEI) when interacting with services, products and systems that are provided to them. Proper SX management increases student satisfaction, which is directly related to the perceived quality of HEIs. Among the most notable attributes that influence SX are the cultural aspects of the student and his/her environment. Considering the importance of proper management of SX and cultural aspects to increase student satisfaction, we propose a preliminary methodology of SX evaluation, which considers cultural aspects of students and their environment. An evaluation methodology allows detecting weaknesses and strengths of a given HEI, generating a diagnosis that takes into account the opinion of its customers. The methodology is organized in a 5-stage process that involves a transversal work with the students and with the psycho-pedagogical and administrative staff of the HEIs. The process is interdisciplinary and flexible, allowing the methodology to be easily adopted by any HEI and adapted to its strategic objectives.