Improving service quality at universities through student journey mapping

IF 1.1 Q4 MANAGEMENT

Management Pub Date : 2023-12-13 DOI:10.58691/man/173219

Anna Ludwiczak

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引用次数: 0

Abstract

Abstract: 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.

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通过绘制学生旅程图提高大学服务质量

摘要：试点研究的目的是确定在为学生创造价值以及学生参与创造价值的背景下，学生旅行地图是否可以成为支持大学改善服务的有效方法。研究采用了深入的定性研究方法，包括对学生进行半结构化访谈。研究采用了客户旅程图法（CJM）。从决定开始在大学学习到正式获得学生身份的整个过程中，学生与大学互动的经历都被记录了下来。实验涵盖了与科维德-19 大流行病相关的限制措施生效期间。研究表明，"旅程映射 "是一种有用的方法，有助于在招生过程中改进与学生服务相关的流程。它允许对经验进行深入分析，这不仅显示了在接触点上出现的问题，还显示了感受和情绪。使用 CJM 可以帮助大学员工了解学生，使服务相关流程更好地适应学生的实际需求和期望。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Management MANAGEMENT-

CiteScore

1.50

自引率

8.00%

发文量

审稿时长

70 weeks

期刊介绍： The Journal deals with pressing problems, not only of general nature, but especially with those occurring in the countries in transition. In fact, it aims to cover functional issues, specific topics and general aspects of management related to all kinds of organizations – manufacturing and service companies, profit-making firms and non-profit organizations, private and public, as well as large and small enterprises.