Quality in university student administration: stakeholder conceptions

Abstract

This paper examines the varying experiences of quality amongst key stakeholders (those who have an interest in, an impact on or are users of) in faculty student administration in an Australian university and proposes a framework for understanding quality in this context. Data were obtained using a qualitative phenomenographic research approach and collected through 42 face-to-face interviews with key stakeholders (students, parents, administrative staff, academic staff, executive officers, domestic partners, offshore partners and a careers adviser). Data were categorised into eight conceptions which represent stakeholders' understanding of quality. The relationships between the conceptions are discussed and represented diagrammatically to form a new understanding of quality in faculty student administration.