Student satisfaction or happiness? : a preliminary rethink of what is important in the student experience

Article

Gibbs, P. and Dean, A. 2015. Student satisfaction or happiness? : a preliminary rethink of what is important in the student experience. Quality Assurance in Education.. 23 (1), pp. 5-19. https://doi.org/0.1108/QAE-10-2013-0044
TypeArticle
TitleStudent satisfaction or happiness? : a preliminary rethink of what is important in the student experience
AuthorsGibbs, P. and Dean, A.
Abstract

Purpose: There is an influential, but not uncontested (Tsinidou et al., 2010) literature concerning Higher Education Institutes (HEIs) as education service providers, functioning like any other business (e.g.DeShields, 2005). Eagle and Brennan (2007: 4) argue that academic staff, as service providers are thus vital to delivery. Using a service model and traditional corporate quality frameworks, there is temptation to measure how a service ethos serves recipients and co-producers – students, donor, industry and sponsors – negating education’s transformative and uncertain nature, rather than taking the externality of process delivery as a guide. We investigate the purpose of the complex open system of higher education and explore this transformative experience as personal flourishing, where students come to terms with a way of being, matching their potentiality with their agency and leading to profound happiness.
Design/methodology/approach: The research is based on a questionnaire designed and administered to two cohorts of students in different universities in the UK. It present the outcomes as indicative results and draws preliminary conclusion on how the student experience might be engaged with to increase happiness as well as satisfaction.
Findings: The results show a distinct notion of happiness which has specific attributes from those that deliver satisfactions
Originality/value: The literature on student experience and more importantly its reporting conflate happiness and satisfaction. This research shows that they are different, and offers a new way of looking at the student experience data.

Research GroupCentre for Education Research and Scholarship (CERS)
PublisherEmerald Publishing Limited
JournalQuality Assurance in Education.
ISSN0968-4883
Publication dates
Print01 Jan 2015
Publication process dates
Deposited19 Dec 2014
Accepted05 Aug 2014
Output statusPublished
Accepted author manuscript
Digital Object Identifier (DOI)https://doi.org/0.1108/QAE-10-2013-0044
LanguageEnglish
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Gibbs, P., Morphitou, R. and Savva, G. 2004. Halloumi: exporting to retain traditional food products. British Food Journal. 106 (7), pp. 569-576. https://doi.org/10.1108/00070700410545755
Higher education teachers and emotional labour
Gibbs, P. and Constanti, P. 2004. Higher education teachers and emotional labour. International Journal of Educational Management. 18 (4), pp. 243-249. https://doi.org/10.1108/09513540410538822
Marketing and the notion of well-being
Gibbs, P. 2004. Marketing and the notion of well-being. Business Ethics: A European Review. 13 (1), pp. 5-13. https://doi.org/10.1111/j.1467-8608.2004.00344.x
The exploitive nature of work based studies: a sketch of an idea
Gibbs, P. 2004. The exploitive nature of work based studies: a sketch of an idea. Journal of Education and Work. 17 (4), pp. 467-477. https://doi.org/10.1080/1363908042000292047
Preliminary thoughts on a praxis of higher education teaching
Gibbs, P. 2004. Preliminary thoughts on a praxis of higher education teaching. Teaching in Higher Education. 9 (2), pp. 183-194. https://doi.org/10.1080/1356251042000195367
Satisfaction with internet banking in the crowded Cypriot market: one bank’s experience.
Gibbs, P. and Sapala, A. 2003. Satisfaction with internet banking in the crowded Cypriot market: one bank’s experience. International journal of management cases.
Can clusters theory help realize Cyprus’s desire to develop centers of educational excellence?
Gibbs, P., Christodoulides, G. and Pouloukas, S. 2003. Can clusters theory help realize Cyprus’s desire to develop centers of educational excellence? Mediterranean Journal of Educational Studies. 8 (2), pp. 59-73.
An institution in change: a private institution in transition
McRoy, I. and Gibbs, P. 2006. An institution in change: a private institution in transition. International Journal of Educational Management. 17 (3), pp. 147-153. https://doi.org/10.1108/09513540310474374
Who deserves foundation degrees?
Gibbs, P. 2002. Who deserves foundation degrees? Journal of Further and Higher Education. 26 (3), pp. 197-206. https://doi.org/10.1080/03098770220149567
Is the market ready for foundation degrees?
Gibbs, P. 2001. Is the market ready for foundation degrees? Higher education review: the international journal of policy and practice in post school education. 33 (3), pp. 92-105.
Higher education as a market: a problem or solution?
Gibbs, P. 2001. Higher education as a market: a problem or solution? Studies in Higher Education. 26 (1), pp. 85-94. https://doi.org/10.1080/03075070020030733
Marketing higher and further education: an educator's guide to promoting courses, departments and institutions.
Gibbs, P. and Knapp, M. 2002. Marketing higher and further education: an educator's guide to promoting courses, departments and institutions. London Kogan Page.
Trusting in the university: the contribution of temporality and trust to a praxis of higher learning.
Gibbs, P. 2004. Trusting in the university: the contribution of temporality and trust to a praxis of higher learning. London Kluwer.
Marketing higher education: theory and practice
Maringe, F. and Gibbs, P. 2009. Marketing higher education: theory and practice. Maidenhead Open University Press.
Work-based research: approaches to enquiry for insider-researchers.
Costley, C., Elliott, G. and Gibbs, P. 2010. Work-based research: approaches to enquiry for insider-researchers. London Sage.
Learning agreements and work-based higher education
Gibbs, P. 2009. Learning agreements and work-based higher education. Research in Post-Compulsory Education. 14 (1), pp. 31-41. https://doi.org/10.1080/13596740902717382
The challenges of work-based learning in the changing context of the european higher education area
Schmidt, R. and Gibbs, P. 2009. The challenges of work-based learning in the changing context of the european higher education area. European Journal of Education. 44 (3), pp. 399-410. https://doi.org/10.1111/j.1465-3435.2009.01393.x
From learning organization to wise organization
Gibbs, P. and Rowley, J. 2008. From learning organization to wise organization. The Learning Organization. 15 (5), pp. 356-372. https://doi.org/10.1108/09696470810898357
Introduction to a special issue on worker researchers
Gibbs, P., Dikerdem, M., Elliott, G. and Garnett, J. 2007. Introduction to a special issue on worker researchers. Research in Post-Compulsory Education. 12 (3), pp. 277-278. https://doi.org/10.1080/13596740701559704
Work-based learning as a field of study
Gibbs, P. and Garnett, J. 2007. Work-based learning as a field of study. Research in Post-Compulsory Education. 12 (3), pp. 409-421. https://doi.org/10.1080/13596740701559886
Introduction [Adult education and lifelong learning]
Gibbs, P., Dikerdem, M., Elliott, G. and Garnett, J. 2007. Introduction [Adult education and lifelong learning]. Research in Post-Compulsory Education. 12 (3), pp. 277-278. https://doi.org/10.1080/13596740701559704
Reflections on collaborative inquiry in Cyprus: lessons for researchers and practitioners
Gibbs, P. and Angelides, P. 2007. Reflections on collaborative inquiry in Cyprus: lessons for researchers and practitioners. Teacher Development. 11 (1), pp. 59-75. https://doi.org/10.1080/13664530701194512
Developing the ethics of worker-researchers through phronesis
Gibbs, P., Costley, C., Armsby, P. and Trakakis, A. 2007. Developing the ethics of worker-researchers through phronesis. Teaching in Higher Education. 12 (3), pp. 365-375. https://doi.org/10.1080/13562510701278716
An ethics of community and care for practitioner researchers
Gibbs, P. and Costley, C. 2006. An ethics of community and care for practitioner researchers. International Journal of Research & Method in Education. 29 (2), pp. 239-249. https://doi.org/10.1080/17437270600891689
Researching others: care as an ethic for practitioner researchers
Costley, C. and Gibbs, P. 2006. Researching others: care as an ethic for practitioner researchers. Studies in Higher Education. 31 (1), pp. 89-98. https://doi.org/10.1080/03075070500392375
Work-based learning; discipline, field or discursive space or what?
Gibbs, P. and Costley, C. 2006. Work-based learning; discipline, field or discursive space or what? Research in Post-Compulsory Education. 11 (3), pp. 341-350. https://doi.org/10.1080/13596740600916575
Marketing issues for non-degree UK higher education: The case of foundation degrees
Gibbs, P. 2002. Marketing issues for non-degree UK higher education: The case of foundation degrees. Journal of Vocational Education and Training. 54 (2), pp. 237-248. https://doi.org/10.1080/13636820200200201
From the invisible hand to the invisible hand shake: marketing higher education
Gibbs, P. 2002. From the invisible hand to the invisible hand shake: marketing higher education. Research in Post-Compulsory Education. 7 (3), pp. 323-335. https://doi.org/10.1080/13596740200200134
The accreditation of work experience: whose interest does it serve?
Gibbs, P. and Morris, A. 2001. The accreditation of work experience: whose interest does it serve? The Learning Organization. 8 (2), pp. 82-88. https://doi.org/10.1108/09696470110388044
Isn’t higher education employability?
Gibbs, P. 2000. Isn’t higher education employability? Journal of Vocational Education and Training. 52 (4), pp. 559-571. https://doi.org/10.1080/13636820000200138