Mind the gap: Staff and postgraduate perceptions of student experience in higher education

Abstract

Faced with conflicting pressures of student diversity, retention and demands for change in a volatile international education marketing environment, universities have become more focused on enhancing student experience as a strategic response to achieving competitive advantage. Based on an exploratory qualitative study conducted in a UK university, this article is concerned with identifying how staff and international students view the impact of university support services on student experience and argues that a convergence of staff and student views is a critical antecedent to developing positive experience and satisfaction among students. While the results indicate some convergence of perceptions around key areas of the students' experience, the study identifies four critical gaps based on divergent views and perceptions regarding issues of the quality of the UK higher education, the level and quality of student support, English language proficiency and cultural integration. The article concludes with management implications for narrowing these gaps.

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