Proposing a SX Model with Cultural Factors

Nicolás Matus, Cristian Rusu, Federico Botella

Research output: Contribution to journalArticlepeer-review


Student eXperience (SX) is a particular case of Customer eXperience (CX). It consists of all the physical and emotional perceptions that a student or future student experiences in response to interaction with products, systems, or services provided by a Higher Education Institution (HEI). SX has three dimensions: (1) social, (2) educational, and (3) personal. Currently, there is a lack of studies that address cultural aspects as an impact factor in the SX dimensions. The development of a model that encompasses these aspects would serve to develop solutions that improve the quality of education and the student’s overall well-being. A holistic SX model would better address the student’s environmental problems, and the SX evaluation. We present a proposal for a holistic SX model focused on undergraduate students that includes culture as a factor related to the SX dimensions. This model allows for developing holistic student solutions that could increase the HEIs perceived quality, student academic performance, and retention rates.

Original languageEnglish
Article number3713
JournalApplied Sciences (Switzerland)
Issue number6
StatePublished - Mar 2023


  • cultural aspects
  • culture
  • customer experience
  • higher education
  • student experience
  • student experience model


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