Performance Evaluation Criteria for Student Services Based on International Experiences: A Process-Oriented Approach

Purpose: Considering the importance of evaluating the performance of student affairs departments in providing favorable educational facilities for students, this research intended to identify relevant indicators for Iranian universities through a comparative study as well as validated performance evaluation criteria. Methodology: To collect the data, desk research, together with international experience were used; besides, questionnaires were administered to validate the indicators regarding the performance evaluation of student services. Also, we applied the intervention logic model and performance evaluation cycle to provide a performance evaluation framework for student affairs division. Findings: The results of the research indicate that the functions related to the management of student affairs, according to the international experiences, are as follow: providing suitable food, providing housing services, providing suitable welfare facilities, maintaining and promoting physical and mental health and vitality, empowerment and development of students, discipline and education, providing additional educational services to students with disabilities, international student services, providing security and comfort, providing free legal advice, providing cultural and social services and providing suitable physical environment. Finally, based on the conceptual framework of the research we are presenting a set of indicators and measures are under each of the mentioned functions, which all together conform the three components of inputs, outputs, and results. Originality: Applying a systematic and process-oriented approach, we have presented for the first time a framework for evaluating the student affairs divisions of universities based on international practice. Implications: The suggested framework of this study can serve as a basis for appropriate policymaking for evaluating universities, allocating budgets, classifying students, and classifying services.