What do students want?

Abstract

Quality assurance in any organization is important for ensuring that service users are satisfied with the service offered. For higher education institutes, the use of service quality measures allows for ideological gaps to be both identified and resolved. The learning analytic community, however, has rarely addressed the concept of service quality. A potential outcome of this is the provision of a learning analytics service that only meets the expectations of certain stakeholders (e.g., managers), whilst overlooking those who are most important (e.g., students). In order to resolve this issue, we outline a framework and our current progress towards developing a scale to assess student expectations and perceptions of learning analytics as a service.