Enhancing student engagement through effective ‘customer’ evaluation

Quis custodiet ipsos consumptores?

in Learning and Teaching
View More View Less
  • 1 Newcastle University geoff.payne@ncl.ac.uk
Restricted access

Abstract

Most undergraduates’ main, hands-on involvement in student engagement is completing satisfaction surveys, such as the U.K. National Student Survey (NSS), whose findings make significant contributions to university policy formation. It is therefore important that these surveys produce reliable and valid data, but previous and current NSS versions fail to do this. This article compares the U.K.’s model of ‘satisfaction’ with that of the U.S. National Survey of Student Engagement (NSSE). Whereas the NSS treats the student as a passive consumer, the NSSE treats the student as an active participant who shares personal liability for some of the educational outcomes. The NSSE’s greater use of factual rather than opinion questions, allowance for variation in types of students and student effort, and wider interpretation of ‘student engagement’ are seen as more fit for purpose and less influenced by the ideologies of neoliberalism and managerial control.

Contributor Notes

Geoff Payne is a Research Associate in Sociology at Newcastle University, where he has taught Social Research Methods. His publications include Key Concepts in Social Research and Teaching Quantitative Methods. E-mail: geoff.payne@ncl.ac.uk

Learning and Teaching

The International Journal of Higher Education in the Social Sciences

  • Arum, R. and Roska, J. (2011) Academically Adrift: Limited Learning on College Campuses, Chicago: University of Chicago Press.

  • Barnette, J. (2001) Practical Measurement Issues Associated with Data from Likert Scales, Paper presented at American Public Health Association, 23 October 23, Atlanta.

    • Search Google Scholar
    • Export Citation
  • Bertram, D. (2007) Likert Scales Consumer Product Safety Commission, Report 681, http://poincare.matf.bg.ac.rs/~kristina/topic-dane-likert.pdf (accessed 20 February 2018).

    • Search Google Scholar
    • Export Citation
  • Brown, R. (ed) (2011) Higher Education and the Market, Abingdon: Routledge.

  • Clarke, J. (2010) ‘So many strategies, so little time … making universities modern’, Learning and Teaching 3, no. 3: 91116.

  • Coe, R., C. Aloisi, S. Higgins and L. Major (2014) What Makes Great Teaching? London: Sutton Trust.

  • CUC (Committee of University Chairmen) (2006) Report on the Monitoring of Institutional Performance and the Use of Key Performance Indicators, http://www.universitychairs.ac.uk/wp-content/uploads/2016/07/CUC-report-on-use-of-KPIs_2006.pdf (accessed 20 February 2018).

    • Search Google Scholar
    • Export Citation
  • Dillman, D. (2000) Mail and Internet Surveys, New York: Wiley.

  • Grove, J. (2017) ‘TEF to limit use of “flawed” NSS scores’, Times Higher Education, 2 February, https://www.timeshighereducation.com/news/tef-limit-use-flawed-nss-scores.

    • Search Google Scholar
    • Export Citation
  • Gruber, T., S. Fuß, R. Voss and M. Gláser-Zikuda (2010) ‘Examining student satisfaction with higher education services: Using a new measurement tool’, International Journal of Public Sector Management 23: 105123.

    • Search Google Scholar
    • Export Citation
  • HEFCE (Higher Education Funding Council for England) (2008) Counting What Is Measured or Measuring What Counts? League Tables and Their Impact on Higher Education Institutions in England (Bristol: Higher Education Funding Council for England), http://www.hefce.ac.uk/data/Year/2008/Counting,what,is,measured,or,measuring,what,counts/Title,93042,en.html (accessed 20 February 2018).

    • Search Google Scholar
    • Export Citation
  • HEFCE (Higher Education Funding Council for England) (2016a) National Student Survey, (Bristol: Higher Education Funding Council for England), www.hefce.ac.uk/lt/nss/.

    • Search Google Scholar
    • Export Citation
  • HEFCE (Higher Education Funding Council for England) (2016b) A New National Student Survey for 2017 Circular letter 30/2016, http://www.hefce.ac.uk/pubs/Year/2016/CL,302016/ (accessed 20 February 2018).

    • Search Google Scholar
    • Export Citation
  • HEFCE (Higher Education Funding Council for England) (2018) National Student Survey Good Practice Guide, https://www.officeforstudents.org.uk/media/1170/nss-2018-good-practice-guide.pdf

    • Search Google Scholar
    • Export Citation
  • Holmwood, J. (2016) ‘Universities, democracy and public sociology: The challenge of the neo-liberal knowledge regime’, Open Lecture, University of York, 12 October.

    • Search Google Scholar
    • Export Citation
  • Ipsos MORI (2015) The National Student Survey: Improving Response Rates, http://www.bath.ac.uk/learningandteaching/surveys/national-student-survey/resources/NSS_2016_-_Improving_Response_Rates.pdf (accessed 20 February 2018).

    • Search Google Scholar
    • Export Citation
  • Joseph, M., M. Yakhou and G. Stone (2005) ‘An educational institution’s quest for service quality: Customers’ perspective’, Quality Assurance in Education 13, no. 1: 6682.

    • Search Google Scholar
    • Export Citation
  • Klemenčič, M., S. Bergan and R. Primožič (eds) (2015) Student Engagement in Europe, Strasbourg: Council of Europe.

  • Krejcie, R. and D. Morgan (1970) ‘Determining sample size for research activities’, Educational and Psychological Measurement 30, no. 3: 607610.

    • Search Google Scholar
    • Export Citation
  • Lizzio, A., K. Wilson and R. Simons (2002) ‘University students’ perceptions of the learning environment and academic outcomes: Implications for theory and practice’, Studies in Higher Education 27, no. 1: 2752.

    • Search Google Scholar
    • Export Citation
  • McGhee, P. (2016) ‘Will the Teaching Excellence Framework be a licence for universities to raise fees?’, Guardian, 22 August, https://www.theguardian.com/education/2016/aug/22/teaching-excellence-framework-universities-tuition-fees-tef.

    • Search Google Scholar
    • Export Citation
  • Nielsen, G. (2015) Figuration Work, Oxford: Berghahn Books.

  • Nosko, A. and K. Széger (2013) Active Citizenship Can Change Your Country for the Better, Open Society Foundations, https://www.opensocietyfoundations.org/voices/active-citizenship-can-change-your-country-better (accessed 20 February 2018).

    • Search Google Scholar
    • Export Citation
  • NSSE (National Survey of Student Engagement) (2010) Student Engagement and Educational Quality: An Agenda for the Next Decade (Bloomington: Indiana University Center for Postsecondary Research), http://nsse.indiana.edu/symp10/nsse_timeline_history.pdf. (accessed 20 February 2018).

    • Search Google Scholar
    • Export Citation
  • NSSE (National Survey of Student Engagement) (2016a) Indiana University Center for Postsecondary Research, http://nsse.indiana.edu/pdf/survey_instruments/2016/NSSE_2016-US_English.pdf (accessed 20 February 2018).

  • NSSE (National Survey of Student Engagement) (2016b) Origins and Potential, http://nsse.indiana.edu/html/origins.cfm (accessed 20 February 2018).

    • Search Google Scholar
    • Export Citation
  • Ogden, J. and J. Lo (2011) ‘How meaningful are data from Likert scales?’, Journal of Health Psychology 17, no. 3: 350361.

  • Oppenheim, A. (2000) Questionnaire Design, Interviewing and Attitude Measurement, 2nd ed., London: Continuum.

  • Payne, G. and J. Payne (2004) Key Concepts in Social Research, London: Sage.

  • Payne, G. and M. Williams (eds) (2011) Teaching Quantitative Methods: Getting the Basics Right, London: Sage.

  • Payne, S. (2014) The Art of Asking Questions, Princeton, NJ: Princeton University Press.

  • Pollard, E., M. Williams, J. Williams, C. Bertram, J. Buzzeo, E. Drever, J. Griggs and S. Coutinho (2013) How Should We Measure Higher Education? A Fundamental Review of the Performance Indicators: Part Two: The Evidence Report, Brighton: Institute for Employment Studies.

    • Search Google Scholar
    • Export Citation
  • Prosser, C., J. Mellon and J. Green (2016) What Mattered Most to You When Deciding How to Vote in the EU Referendum? British Election Study, http://www.britishelectionstudy.com/bes-findings/what-mattered-most-to-you-when-deciding-how-to-vote-in-the-eu-referendum/#.Wh6A3TenzIW (accessed 20 February 2018).

    • Search Google Scholar
    • Export Citation
  • Ramsden, P. (2003) Learning to Teach in Higher Education, 2nd ed., Abingdon: Routledge.

  • Samardžic’-Markovic’, S. (2015) ‘Preface’ in M. Klemenčič, S. Bergan and R. Primožič (eds) Student Engagement in Europe, Strasbourg: Council of Europe.

    • Search Google Scholar
    • Export Citation
  • Saul, J.R. (2009) A Fair Country: Telling Truths About Canada, Toronto: Penguin.

  • Shank, M., M. Walker and T. Hayes (1995) ‘Understanding professional service expectations: Do we know what our students expect in a quality education?’, Journal of Professional Services Marketing 13, no. 1: 7183.

    • Search Google Scholar
    • Export Citation
  • Shear, B. and A. Zontine (2010) ‘Reading neoliberalism at the university’, Learning and Teaching 3, no. 3: 3236.

  • Sullivan, G. and A. Artino, Jr (2013) ‘Analyzing and interpreting data from Likert-type scales’, Journal of Graduate Medical Education 5, no. 4: 541542.

    • Search Google Scholar
    • Export Citation
  • Trowler, V. (2015) ‘Student engagement: Providing services or forging partnerships?’ in M. Klemenčič, S. Bergan and R. Primožič (eds) Student Engagement in Europe, Strasbourg: Council of Europe, 193204.

    • Search Google Scholar
    • Export Citation
  • UNISTATS (2016) About Unistats: The National Student Survey (NSS), https://unistats.direct.gov.uk/find-out-more/about-the-data/ (accessed 20 February 2018).

    • Search Google Scholar
    • Export Citation
  • Universities UK (2015) Universities UK Response to National Student Survey Results, http://www.universitiesuk.ac.uk/news/Pages/response-to-national-student-survey-results.aspx (accessed 20 February 2018).

    • Search Google Scholar
    • Export Citation

Metrics

All Time Past Year Past 30 Days
Abstract Views 40 40 7
Full Text Views 15 15 0
PDF Downloads 27 27 0