Non-academic support services and university student experiences: adopting an organizational theory perspective

Abstract

Recent and continuous transformation efforts at South African universities and the varied challenges facing higher education make it increasingly important to undertake an examination of student experiences that extend beyond the academic realm. This paper presents findings on non-academic support services, as experienced by students. The study was conducted at two South African universities and is grounded within an organizational theory perspective. The data indicate that students’ interactions with those charged with providing non-academic services are characterized by substandard services. Participants’ reports are analyzed and the findings indicate that participants critically construct explanations for the substandard services received. Three overarching themes are considered in accounting for substandard non-academic support services: (1) personal, (2) institutional, and (3) interpersonal. The findings are discussed with respect to implications and recommendations for university management and administration.