# Student eXperience: A Systematic Literature Review
## 6 Conclusions and Future Work  
The term \"student experience\" is widely used in the literature, but unfortunately there is currently no general consensus on the term. For this reason, it is possible to find a large variety of definitions with specific approaches related to the specific purposes of each study. In addition, it has been criticized that some works using the SX concept are theoretically poorly developed [12; 14]. It is worth mentioning that, in this study, we have focused on the experience of undergraduate students. In general, the term SX is used with academic approaches and refers to the experiences of students in the context of learning and teaching, that is, learning experiences. However, it is possible to find a diversity of approaches in the literature. Among the articles that we have analyzed, the experience of students is conceived as the totality of their perceptions and interactions with different educational services, staff, and peers, while they are students. \begin{table}
\begin{tabular}{c c} \hline \hline
**Evaluation Instrument** & **Studies** \\ \hline National Student Survey (NSS) & [63; 88; 96] \\ National Survey of Student Engagement (NSSE) & [76] \\ Student Experience Survey (SES) & [62; 63] \\ Student Experience Evaluation (SEE) & [88] \\ Student Experiential and Engagement Value Index (SEEVI) & [74] \\ International Student Barmeter (ISB) & [106] \\ SERVQUAL & [100; 112; 114] \\ Course Experience Questionnaire (CEQ) & [63] \\ ARCHESCRET & [113; 114] \\ College Student Experiences Questionnaire (CSEQ) & [102] \\ College Persistence Questionnaire (CPQ) & [103; 104] \\ \hline \hline \end{tabular}
\end{table} 
Table 6: Instruments to evaluate SX aspects. In this study, we included some documents that did not meet some of the selection criteria. This is because some of these articles are important for conceptualizing SX as a relatively new concept [9], a topic of great interest [16], and define SX both within the academic sphere [22], and with a holistic perspective [23; 24]. Other articles are relevant to understanding the student as a consumer, since they contextualize the student as a coproducer [40; 41; 42]. Other documents are useful for understanding some aspects of the student's life that influence SX, such as culture, day to day aspects, and emotions [92; 93; 116]. We found articles that analyze the SX concept from a customer experience approach, where the student is considered a consumer of educational products and services. This approach has been criticized, since it has been pointed out that the introduction of a market logic in higher education can homogenize the elements that compose the student's experience [25]. In view of the articles analyzed in this review, we categorized the factors that influence the students' experiences in three dimensions, analyzing the focus of the articles, the concepts covered, and the elements considered in the associated evaluation scales. The analyzed studies focused mainly on three aspects, learning and teaching, student engagement/commitment, and student wellbeing. The observed dimensions were: (i) social dimension, which comprises relational aspects between students and the various actors with whom they interact throughout their university life, i.e., educators, HEI staff, classmates, service assistant; (ii) educational dimension, which includes factors that influence the student learning experience, i.e., learning resources, student educational support, teaching methodology; and (iii) personal dimension, which includes aspects of the student's life, i.e., sex, socioeconomic level, cultural background, health status, emotions, feelings, skill development, and day to day experiences. Within the personal dimension, it can be observed that very few articles that deal with the SX concept directly address students' emotions. This is a problem, considering that customer emotions are a critical part of the CX. Added to this is the problem that emotions and feelings are not considered as variables to estimate customer satisfaction [115; 123].