Student Feedback Process in Enhancement of Quality of Higher Education

Abstract

The purpose of this chapter is to increase knowledge of using student feedback in the quality management of higher education. While the literature includes plenty of theories and discussion on the nature of quality, student feedback, and higher education, very few studies have approached student feedback utilization in terms of two parallel processes: universities' and students' processes. However, there is a clear need for such approaches, since university is the service provider and students are the customers. Understanding both sides and both processes gives a new and relevant perspective to this phenomenon. This chapter contributes to the literature by proposing a conceptual process model of using student feedback in the quality enhancement of higher education. The model illustrates two parallel combined processes and their actions: universities' processes and students' processes. The method and model development of this chapter is based on an extensive literature analysis.