Students Matter - University of Tasmania

Students Matter Forum

SMF 2014

01 September 2014

Introduction and Welcome to Country

Stephanie Taylor Executive Director, Student Centre

Official welcome Vice Chancellor

Professor Peter Rathjen

Panel Discussion Defining the Student Experience Each panel member will have 3-4 minutes to share what the University of Tasmania student experience means to them. Questions will then be asked of the panel from the floor.

Facilitator: Professor David Sadler Deputy Vice Chancellor, Students and Education

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– Dr Stuart Crispin, Tasmanian School of Business and Economics – Hina Durrani, Studying Masters of Professional Accounting (specialisation) – Isaac Foster, President, TUU and studying combined Bachelor of Arts/Science and Bachelor of Philosophy – Steph Cummings, Bachelor of Education student studying via distance – Vice Chancellor, Professor Peter Rathjen

Workshop: Creativity Challenge Defining the Student Experience In your table groups: Building upon the panel discussions and now sharing your own perspectives: Create a 40-50 word statement that defines a quality student experience. Facilitator: Dr Jane Skalicky Associate Director, Student Life and Learning

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Students as Change Agents Presentations What have our change agents been up to? Change agents have been supported by the Student Evaluation, Review & Reporting Unit [SERRU]

Jan Gube, Seyum Getenet, Adnan Satariyan (Education) Does alignment of research interests matter? Exploring doctoral students’ perception of supervisors’ expertise Cyndia Hilliger (Psychology) Telling tales: Using peer storytelling to improve understanding of future research methods studies for first year psychology students Georgina Taylor (Medicine) Exploring the use of Open Educational Resources (OER) in medical education at the University of Tasmania Fatima Anjum (Nursing) Students experience of Bachelor of Nursing (Fast Track): Is it a 2-year sprint or a 4-year marathon? STUDENTS MATTER FORUM 2014

Outcomes from the 2013 Forum How has your input influenced the student experience?

Professor David Sadler

How has your input influenced the student experience since the 2013 forum? Feedback from last year’s forum was shared across the university to relevant areas that oversee and can work together to influence aspects of your experience – including • Faculties and Institutes • Commercial Services and Development • Information Technology Services • Tasmanian Institute of Learning and Teaching • Library • Student Centre • TUU • Student Evaluation, Review and Reporting Unit • Marketing Events and Communications STUDENTS MATTER FORUM 2014

Some highlights:  Introduction of “immersive” teaching rooms to all campuses  Supported over 100 staff through online course Quality Matters – best practice design for online  Increased the number of units that have a MyLO presence  Library borrowing rules changed to reduce charges for overdue items  Library introduction of online booking for group study rooms  Ongoing improvements to library spaces including SSAF funded kitchenettes, increased usage of 24/7 access, and Morris Miller library will add 75 seats for students by Sem 1, 2015  New peer learning and leadership units to recognise students in leadership roles and provide professional development STUDENTS MATTER FORUM 2014

Some highlights:  Commence updating of the University’s website with new Library and Current Students websites, including the new Student Centre – We’re Listening site to receive ongoing feedback  “FY@UTAS” Facebook page and creation of pre-semester and start of semester checklists to support commencing students with main preparatory and administrative tasks and to talk to advisers before classes begin  Opening of Student Learning Drop In spaces in Cradle Coast and Sydney  Establishment of Community Friends and Networks program on Cradle Coast and Sydney campuses  New UniStart International program – academic transition STUDENTS MATTER FORUM 2014

Some highlights:  A range of new initiatives for distance students including:  “Distance students at UTAS” Facebook page  expansion of support through online workshops and Peer Assisted Study Sessions online  new online unit “Being an effective learner” for all students to gain recognition for taking up proactive learning opportunities and access a range of modules to develop your learning practice  online orientation created  Student Success Leaders phoning commencing students to help and advise about support services

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Some highlights:  Upgrade of Lazenby’s and the Ref at Sandy Bay  Creation of new catering venue at The Walk, Newnham and further upgrades planned – retail, parenting, Student Centre, and AMC social and learning hub  Upgrade of sports grounds and facilities  Construction of NRAS residential apartments  Establishment of a new prayer room in Launceston for the Muslim community  Successful funding proposal for redevelopment, expansion and enhancement of facilities at Sydney campuses

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Some highlights:  More detail on the Sydney plans in addition to the new Student Learning Drop In spaces and Lync communication room:  Evan Jones Lecture Theatre Refurbishment – by sem1.2015  Library amenities and facilities upgrades – by sem1.2015  2x new HD video conference facilities – by sem1.2015  Significant communications services upgrades over the coming 12 months  Teaching space upgrades over the coming 12 months  Student social, informal learning and study space upgrades over the coming 12 months

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Workshop: Quality student services

Dr Stuart Crispin

Ms Stephanie Taylor

http://www.utas.edu.au/students

What is Service Quality? – “An attitude formed by a long term, over-all evaluation of a firm’s performance” (Hoffman & Bateson, 2006). – “A customers long-term, cognitive evaluations of a firm’s service delivery” (Lovelock & Wirtz, 2006).

– “The customer’s evaluation of a service, where they compare what they receive according to the service’s characteristics with their expectations regarding these characteristics” (Bruhn & Georgi, 2006). – “The result of an evaluation process in which the customer compares their perceptions of service with their expectations” (McColl-Kennedy, 2003). – “Service quality represents a customer’s overall judgment about a firms overall excellence or superiority” (Kang, 2006).

What is Service Quality? – It is linked to customer expectations: – Influenced by word-of-mouth, personal needs and preferences, past experience, and marketing communications. – Different people will have different expectations. – Perceptions of service quality change over time (dissonance effect). – It is linked to customer perceptions: – Subjective evaluations – Situational influences – Services are very difficult for people to evaluate – intangible, variable, inseparable.

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What is Service Quality? – While for goods, customers only assess the finished product, in services customers look at the quality of both the process and outcomes of service delivery. – Gronroos (1990) distinguishes between technical and functional quality: – Technical quality = refers to what is being provided (the outcomes of service). – Functional quality = how the service is provided (the process of service delivery). – Customers assess service quality along both dimensions.

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Exercise One: What student services are critical to you?  List the student services you believe are offered by the University.  Which student services do you think add to the overall student experience?  Why are they important and how do they ‘’add value’’?  What additional student services do you think would add value to the student experience?

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Exercise Two Take one of the student services identified in exercise one, and define what you think are student’s expected level of quality for this service.  What are your desired (ideal), expected and adequate levels of quality for this service?  What factors do you believe shape students’ expectations of quality for this service?

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Exercise Three Identify one student service offered by the University which you perceive to be of a high quality, and explain why you believe it to be of a high quality?  Is this service high in technical quality (what is being provided) or functional quality (how it is being provided)?  What made the experience memorable for you?

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Exercise Four Identify one student service offered by the University which you perceive to be of a low quality, and explain why you believe it to be of a low quality?  Is this service low in technical quality (what is being provided) or functional quality (how it is being provided)?  How could this particular student service be delivered more effectively for you?

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Thank you for attending and contributing to Students Matter forum 2014

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