# Student eXperience: A Systematic Literature Review
## 5 Answering the Research Questions
### RQ3: What Methods Are Used to Evaluate (Undergraduate) SX?
[PERSON] and [PERSON] have worked with the five dimensions of SERQUAL as a basis for proposing a conceptual model of student satisfaction. In this study, the quality variables perceived by the students were related to their satisfaction and, thus, to their overall SX [112]. SERQUAL [120] is one of the most widely used scales to evaluate students' perceptions of the services delivered at HEIs. Even so, this scale does not seem to be efficient in certain contexts, which is why many studies modify this service quality scale depending on their objectives. [PERSON] and [PERSON] tested a disabled user specific service quality model (ARCHESCRET) [113], as opposed to a modified version of SERQUAL, in the context of disabled students. In practice, this model turned out to be more efficient in the specific case of students with disabilities [114]. For cases such as the previously mentioned, it is valid to assume that it is not possible to develop a single model that is capable of evaluating the perceptions and satisfaction of students, without disregarding elements of their personal lives. We found several studies aimed at measuring student satisfaction, taking into account rather \"unusual\" elements. [PERSON] et al. have examined the experiences of international students' satisfaction with HEIs. In their work, they focused on measuring the experiences of international students, as well as their satisfaction level and perceived performance [99]. This is a complex task, considering that the international student experience is a multi-dimensional issue influenced by various personal and cultural factors [91]. [PERSON] and [PERSON] conducted a study to analyze the perceptions of first year students, regarding students' experiences and satisfaction. For this work, they used the Student Experience Evaluation (SEE) instrument and the National Student Survey (NSS). Their analysis identified three elements that influence the students' experiences and satisfaction: the academic staff they work with, the nature of their academic study, and their sense of belonging [88]. Satisfaction measurement extends to the use of more scales than just SERQUAL. This is the case in studies that have used the UK NSS, which is very popular [63]. This is usually considered in the student evaluations of teaching (SET) cases of study. However, this survey was also criticized. [PERSON] et al. have used concept mapping software in their studies to aid in the interpretation of the qualitative data from student satisfaction surveys. In this way, they were able to identify aspects of SX beyond the survey questions. In their studies, they have mentioned the importance of being cautious with statements that imply that survey results are representative of the entire student experience [95]. For her part, [PERSON] criticizes the role of the NSS, arguing that it has nuances that cause the tool to exceed its validity or intended use [96]. Although student experience is usually measured in terms of student satisfaction, multiple governments and organizations do so in terms of the quality of products and services provided by HEIs using quality indicators (e.g., sufficiency of learning resources, classroom design, and achievement of learning outcomes) [37]. For their part, [PERSON] et al. have defined, in their work, four scales to measure students' experiences at university: \"belonging\", \"feeling supported\", \"intellectual engagement\", and \"workload stress\" [78]. These scales can be related to some of the dimensions in which we have observed that the student experience is analyzed, mentioned in Section 5.2, such as \"Learning Engagement\", \"Student Feelings and Emotions\", and \"Educational/Support Services\". It is interesting to mention the work of [PERSON] et al., in which it was observed that one of the major streams of research on student experience quality in HE refers to student satisfaction with the higher education experience [11]. [PERSON] and [PERSON] analyzed the impact of students' experiences on brand image perception.