SteXMeC: A Student eXperience Evaluation Methodology with Cultural Aspects

Cultural factors shape students’ expectations and perceptions within diverse educational settings. The perceived quality of a Higher Education Institution (HEI) is crucial to its success, with student satisfaction determined mainly by their overall experiences. The concept of Student eXperience (SX) can be analyzed through the lens of Customer eXperience (CX) from a Human–Computer Interaction (HCI) perspective, positioning students as the “customers” of the institution. SX encompasses academic and physical interactions and students’ emotional, social, and psychological responses toward an institution’s systems, products, and services. By accounting for factors such as emotions, socioeconomic status, disabilities, and, importantly, cultural background, SX provides a comprehensive measure of student experiences. Building upon our previous SX model and Hofstede’s national culture model, we have developed a Student eXperience evaluation methodology that serves as a diagnostic tool to assess both student satisfaction and how effectively HEIs serve a diverse student population. This methodology ensures that all students, regardless of their background, are considered in the evaluation process, facilitating the early identification of institutional strengths and weaknesses. Incorporating cultural aspects into the assessment delivers more precise results. Furthermore, our approach supports HEIs in promoting equity, diversity, and inclusion by addressing the needs of minority students and students with disabilities, as well as reducing gender disparities. These objectives align with UNESCO’s Sustainable Development Goals, contributing to fostering an equitable learning environment. By adopting such inclusive evaluation practices, HEIs can enhance the perceived quality of education and their responsiveness to the needs of an increasingly multicultural student body.