subject knowledge of staff. Teaching and learning support materials were
QAE 14,3
256
also ranked highly, particularly supplementary handout materials and the use of Blackboard for enhancing student learning. These are mostly associated with the explicit service delivered to the students and the facilitating goods. With regard to facilities, students have ranked the importance of IT facilities very highly, reflecting the usefulness of connection to the Internet for research purposes and software packages for producing high quality word-processed documentation for course work assignment sand dissertations. This links well with the high ranking of the Learning Resource Centre where IT facilities can be accessed and books and journals sourced in “hard” copy or electronic copy. Table II also shows those areas of the service that students find relatively unimportant. These are mostly associated with the lecture and tutorial facilities and the ancillary services, for example, layout and decoration of lecture and tutorial facilities, catering facilities and vending machines. A further analysis was undertaken to determine whether different segments of the respondent population had similar or different rankings of the University services’ attributes with regard to importance and unimportance.
%
Gender Male 46 Female 54 Nationality Home (UK) 89 European Union (EU) 4 International (non-EU) 7 Mode of study Full-time 80 Part-time 8 Sandwicha 12 Level of study Level 1 30 Level 2 48 Level 3 22 Note: aSandwich students are those whose programme of study includes a year in industry
Table I. Demographic mix of respondents
Ranking Most important Least important
1 Teaching ability of staff Decoration in lecture facilities 2 Subject expertise of staff Vending machines 3 IT facilities Decoration in tutorial rooms 4 Lectures Furnishings in lecture facilities 5 Supplementary lecture materials Recreational facilities 6 Tutorials Availability of parking 7 Consistency of teaching quality irrespective of teacher The layout of tutorial/seminar rooms 8 Blackboarda The layout of lecture facilities 9 The Learning Resources Centre The on-campus catering facilities 10 The approachability of teaching staff The quality of pastoral support Note: aBlackboard is a virtual learning environment that students can access off and on campus
Table II. Most important and least important aspects of service
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