THEME
Models, Structures and Strategies in
Student Affairs and Services
Sachin Suknunan
Research based evidence and interventions in Student
Affairs and Services- towards enhancing service
delivery based on empirical evidence from students
To highlight the prospect of ‘Research’ as an
effective informer of Strategy in Student Affairs
and Services
QUOTE

If we knew what it was we were doing, it would
not be called research, would it?
Albert Einstein

Challenges/problems exist in all sectors

Universities are no exception

Within these large entities (universities) are
critical Divisions–
‘Student Affairs/Services”

Challenges/Problems experienced by students in relation to quality, effectiveness
and efficiency of Service Delivery by Student Affairs and Services are often based
on hearsay and unsubstantial reasoning.

Challenges/Problems can be heard and documented but not addressed

Not addressed in the right way

Not conclusive enough

RESEARCH APPROACH
We Need to consider the
possibility of Research-based
interventions --> Strategies

What do we understand by Research?
Knowledge then
Informs Strategy

Stimulate the minds of the key players in Student Affairs and Services
to consider the possibilities of integrating research into their
strategies and models

Inform both pro-active and reactive strategies

Make interventions to counter and address various challenges based
on evidential findings.

Focus on addressing problems that are being experienced by students
in relation to service delivery and quality---based on Research

To understand what challenges are being experienced by
students in relation to Student Affairs and Services

To promote strategies and interventions based on this
statistical evidence

To become Proactive as opposed to just Reactive

Solve Problems

Just as how one applies research techniques to academic
studies, the same can be applied to Student Affairs and
Services.

Define the problem

Generate objectives

Gauge the views of the students regarding:
 The type/s of problem/s they are experiencing
 The root/cause of the problem
 Negative impacts caused by the problem
 The recommendation to solve the problem- from students perspective

Online questionnaires
▪ Pay-per service (Questionpro)
▪ Free (Google Docs) and confidential
▪ Flexible and scalable in design
▪ Easy to use
▪ Easy to deploy
▪ Pivotal in obtaining necessary information from students regarding
problems and challenges experienced in service delivery
Client Evaluation Systems

Electronic System of capturing detailed Client
Feedback

Obtain a detailed idea of how your services are
being received/rated

See your service from the eyes of the client
•
Correlation
(responses)
•
Regression analysis - delve deeper into correlation of the variables
namely looking at the influence of independent variables on dependent
variables
•
Predictive analytics – testing possible outcomes based on applying the
variables to variables
•
Factor analysis- identify the underlying patterns of correlation and
establish items/factors that are closely related.
•
Services of a Statistician/Qualified staff/ PHD or Masters student
assistants
analysis
-
assess
relationships
between
variables
Challenges experienced in one area could affect another
area
E.G

Financial challenges
VS
Residence challenges

Student Health challenges
VS
Financial Aid challenges

Food security challenges
VS
Student Health challenges

Transportation challenges
VS
Residence challenges

Predictive analytics – testing possible outcomes
- Applying ‘test’ interventions and predicting outcome– “Does it solve the
problem or not”
- Predict future challenges/problems based on current on responses

Relevant to all departments:
-
Residence
-
Support
-
Health
-
Funding

Inform a pro-active strategy

Responses show that there are 5000 students that have transport problems that
prevents them from getting to University

Intervention: Develop a Transport Model based on feedback and predict the
outcome.

Variables:

What will be the mode of Transportation, Route

What ratio will students pay and institutions’ subsidise e.g 50:50 , 60:40 etc

Will students want to pay for the transport up front or Will students prefer the
subsidy for the cost of Transport be subsidised into their Student fees.

Test all variables using predictive analytics through
further research and evaluate the outcomes.

Solution:

A bus, running to Central CBD at Approximately,
7.00AM and 5.00PM, making 5 stops.

Cost of Running bus= 60:40 ratio of payment,
factored into Student fees.

60% of 5000 Students can now attend Campus

Identify key factors affecting Students in relation to Student Affairs (per
department)
Examples.

Not enough transport

Poor security at Residences

Poor service at Health Services

Service Quality problems etc etc

Why?

Concrete findings from responses

Responses will provide statistics

Statistics will provide new knowledge

Knowledge can inform more effective strategies and interventions

Effective interventions and Strategies can promote improvement, quality and
development

Other discoveries through Research

Some interventions can be made by the Department/
Division…whilst some can’t….

Inform the Executive Management of Challenges
Experienced and help needed by providing Research
based Evidence……

Universities in developed Countries
▪
▪
▪
▪

University of Utah
University of San – Diego
University of Nebraska
University of North Carolina
Variety of benefits

More informed interventions and strategies in Student Affairs

Pro-active

Ability to identify critical areas of improvement

Enhanced quality of Service

More informed decision-making

Improved and effective responsiveness to challenges

Happy / Satisfied Students

Continuous improvement

Relevant Ethical Clearance to be obtained
from respective Institution

Confidentiality

Universities in South Africa should be moving more
towards a research based type of strategy as a
means of continuous improvement and total quality
management from a Student Affairs and Services
perspective.