- Tytuł:
- Improving service quality at universities through student journey mapping
- Autorzy:
- Ludwiczak, Anna Katarzyna
- Powiązania:
- https://bibliotekanauki.pl/articles/27324054.pdf
- Data publikacji:
- 2023
- Wydawca:
- Uniwersytet Zielonogórski. Wydział Ekonomii i Zarządzania
- Tematy:
-
universities
student experience
student journey mapping
services quality improvement
interactions with the university
uniwersytety
doświadczenia studenckie
mapowanie podróży uczniów
poprawa jakości usług
interakcje z uczelnią - Opis:
- The aim of the pilot study was to determine whether student travel mapping can be an effective method supporting the improvement of services at a university in the context of creating value for students and their participation in creating this value. In-depth qualitative research was carried out, consisting in conducting semi-structured interviews with students. The study used the customer journey mapping (CJM) method. Students’ experiences related to their interactions with the university were identified from the moment of making the decision to start studying at the university to the moment of formally obtaining student status. The experiments covered the period during the restrictions related to the covid-19 pandemic were in force. Research has shown that journey mapping can be a useful method supporting the improvement of processes related to student service during the recruitment process. It allows for an in-depth analysis of experiences, which shows not only the problems arising at the points of contact, but also feelings and emotions. The use of CJM can help University employees understand students and better adapt service-related processes to their real needs and expectations.
- Źródło:
-
Management; 2023, 27, 2; 82--99
1429-9321
2299-193X - Pojawia się w:
- Management
- Dostawca treści:
- Biblioteka Nauki
Artykuł