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Evaluating the student experience with enrolment assistance in an integrated student support service program at the University of Southern Queensland

Abstract

Interviews with students who accessed enrolment support were undertaken to explore reasons students utilised this service, and how integrated student support service models can impact on student transition, retention and success. Results indicate that students primarily required support with course enrolments because of the new environment they were studying in, not being accustomed to existing processes and a lack of confidence. In addition, along with the existing service model, the integration of enrolment support into the student support service model had a positive impact on the student experience and engagement. The implications of these findings for the tertiary education sector are considered in light of the increasing focus on student engagement and success.

Published:
Pages:99 to 114
Section: Articles
How to Cite
Thangavelu, A., Partridge, H., Carey, K., O’Sullivan, C., & Lutvey, N. (2019). Evaluating the student experience with enrolment assistance in an integrated student support service program at the University of Southern Queensland. Student Success, 10(1), 99-114. https://doi.org/10.5204/ssj.v10i1.1121

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Author Biographies

University of Southern Queensland
Australia Australia

Dr Anbarasu Thangavelu is an academic and Learning Advisor within Library Services at the University of Southern Queensland, Australia. His specialisation and research interests are in student learning and development, learning and teaching, and student success.  

University of Southern Queensland
Australia Australia

Professor Helen Partridge is the Pro Vice-Chancellor (Education) at the University of Southern Queensland, Australia. Her research focuses on the interplay between information, learning and technology. She has published widely in the area of teaching and learning and has received a number of teaching awards including a Teaching Fellowship in 2008 from the Australian Learning and Teaching Council. Professor Partridge has been a visiting Fellow at the Oxford Internet Institute, University of Oxford, and the Berkman Center for Internet and Society, Harvard University.

University of Southern Queensland
Australia Australia

Kathy Carey is currently the Principal Analyst (Service Improvement) at the University of Southern Queensland, Australia and has extensive knowledge in customer experience, service excellence and marketing across various sectors including Australian higher education, banking, retail and small business.

University of Southern Queensland
Australia Australia

Carmel O'Sullivan is the Director of Library Services at the University of Southern Queensland, Australia and has significant experience in the library and information sector, ranging from pioneering a new national role for a top tier law firm, to managing a broad portfolio of cultural services for a local government, and leadership roles at several Australian universities. 

University of Southern Queensland
Australia Australia

Naomi Lutvey is the Director (Client Services) within ICT Services at the University of Southern Queensland, Australia.  Naomi leads a diverse team of IT Professionals including front line support via the ICT Service Desk.  She has a strong interest in Service Management/Service Excellence practices.