Analyzing the student experience concept: A literature review

Sandra Cano, Cristian Rusu, Nicolás Matus, Daniela Quiñones, Ivan Mercado

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

2 Scopus citations

Abstract

Customer eXperience (CX) refers to people’s expectations and perceptions when interacting with a brand/company, through systems, products and services that this offers. Student eXperience (SX) is a particular case of CX, as students interact with several products, systems and services that an educational institution offers. This article presents a review of the literature published during the last 10 years (from 2011 to 2020), indexed in three databases (Scopus, Science Direct, and IEEE Xplore). We are analyzing the SX concept, its dimensions, and the SX evaluation methods. We focused our study on undergraduate higher education students, trying to answer three research questions: what is SX?, what are the SX dimensions?, and what methods are used to evaluate SX? Literature related to SX is abundant and it shows a growing tendency. Most of the studies are related to the Social Science field. Our study offers an overview of the research on SX and offers a basis for future, specific research.

Original languageEnglish
Title of host publicationSocial Computing and Social Media
Subtitle of host publicationApplications in Marketing, Learning, and Health - 13th International Conference, SCSM 2021, Held as Part of the 23rd HCI International Conference, HCII 2021, Proceedings
EditorsGabriele Meiselwitz
PublisherSpringer Science and Business Media Deutschland GmbH
Pages174-186
Number of pages13
ISBN (Print)9783030776848
DOIs
StatePublished - 2021
Externally publishedYes
Event13th International Conference on Social Computing and Social Media, SCSM 2021, held as part of the 23rd International Conference, HCI International 2021 - Virtual, Online
Duration: 24 Jul 202129 Jul 2021

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume12775 LNCS
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349

Conference

Conference13th International Conference on Social Computing and Social Media, SCSM 2021, held as part of the 23rd International Conference, HCI International 2021
CityVirtual, Online
Period24/07/2129/07/21

Keywords

  • Customer experience
  • Higher education
  • Literature review
  • Student experience

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