Abstract
This chapter examines the influence of universities’ admission practices, and support services and practices, on the retention and success of a diverse cohort of students. It maps the structure of four case study universities’ services, drawing on their websites, documents and interviews with admissions and support representatives. The chapter considers the literature introduced in Chaps. 2 and 8, interviews with students (discussed in Chap. 1) and quantitative modelling of student data (see Chaps. 1 and 14) to understand how university structures and practices can influence student retention and success. It draws out features of service design and university practices that appear to enhance retention and success of the diverse student cohorts that are enrolled at Australian universities. This study was conducted at the beginning of the COVID 19 pandemic. This chapter therefore does not report or consider the immediate responses of the four universities to COVID 19, nor any longer-term changes to their admission practices, and support services and support practices.
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Kilpatrick, S., Fischer, S., Barnes, N. (2023). Comparison of Student Support Services in Four Universities. In: Kember, D., Ellis, R.A., Fan, S., Trimble, A. (eds) Adapting to Online and Blended Learning in Higher Education. Springer, Singapore. https://doi.org/10.1007/978-981-99-0898-1_11
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