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The effect of student participation in quality assurance on student complaints

This presentation explores the effect of student participation in quality assurance on student complaints. It discusses the importance of active student involvement, managing student expectations, and the perceived quality of higher education. The session also highlights the benefits of student feedback and its impact on perceived quality and complaint reduction.

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The effect of student participation in quality assurance on student complaints

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  1. The effect of student participation in quality assurance on student complaints Doris Kiendl-Wendner 10th ENOHE Conference Oxford 2013

  2. Agenda The „modern“ university Roles and expectations Quality assurance procedures Active student participation 10th ENOHE Conference Oxford 2013

  3. Commercialization The „modern“ university Branding Marketing Rankings Competition 10th ENOHE Conference Oxford 2013

  4. Commercialization Students as customers?Universities as service providers? Branding Marketing Rankings Competition 10th ENOHE Conference Oxford 2013

  5. Students´ expectations may depend on… … perceived employability after graduation … the image of the university … tuition costs …. 10th ENOHE Conference Oxford 2013

  6. Managing students´ expectations Individual development Relationship building Academic merits Fair and transparent procedures 10th ENOHE Conference Oxford 2013

  7. Guidance Personal Development Mentoring Relationship Building 10th ENOHE Conference Oxford 2013

  8. Perceived Quality of higher education Process orientation: Transparency – Foreseeability – Good Governance @ universities 10th ENOHE Conference Oxford 2013

  9. Quality Assurance Cycle Objectives Measures Improvements Evaluation 10th ENOHE Conference Oxford 2013

  10. Student participation in quality management Student representatives Individual student involvement, e.g. in quality assurance measures (course evaluations) Continous communication on quality improvements You can make a difference! 10th ENOHE Conference Oxford 2013

  11. Quality Assurance Lifecycle► Impact of students´ feedback ► Higher level of perceived quality Less formal complaints because Students can express their concerns within the quality assurance lifecycle; Students may have more trust in the university management and express their concerns informally. Effects 10th ENOHE Conference Oxford 2013

  12. Questions, Comments welcome!Thank you. Doris Kiendl-Wendner 10th ENOHE Conference Oxford 2013

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