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An Analysis of Student Satisfaction ...

Smith, Hugh.

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An Analysis of Student Satisfaction with Programs and Services at a Southeastern Historically Black College and University Student Union.

Record Type:	Electronic resources : Monograph/item
Title/Author:	An Analysis of Student Satisfaction with Programs and Services at a Southeastern Historically Black College and University Student Union./
Author:	Smith, Hugh.
Published:	Ann Arbor : ProQuest Dissertations & Theses, : 2019,
Description:	49 p.
Notes:	Source: Masters Abstracts International, Volume: 80-12.
Contained By:	Masters Abstracts International80-12.
Subject:	African American Studies. -
Online resource:	https://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=13863429
ISBN:	9781392192184

An Analysis of Student Satisfaction with Programs and Services at a Southeastern Historically Black College and University Student Union.
Smith, Hugh.

An Analysis of Student Satisfaction with Programs and Services at a Southeastern Historically Black College and University Student Union. - Ann Arbor : ProQuest Dissertations & Theses, 2019 - 49 p.

Source: Masters Abstracts International, Volume: 80-12.

Thesis (M.S.)--North Carolina Central University, 2019.

This item must not be sold to any third party vendors.

The purpose of this study was to assess student satisfaction with the programs and services offered by the student union at a Southeastern Historically Black College and University (HBCU). A convenience sample (n=133) of students from different demographic and academic backgrounds evaluated over 20 different service characteristics using a web-based questionnaire. A composite satisfaction rating was generated for each student, and an independent sample t-test and ANOVA test were conducted to determine whether student satisfaction varied significantly by different groups. Results showed that students were generally more satisfied than dissatisfied with the services offered by the student union. The service characteristics with the highest student satisfaction were: the safety and security of the atmosphere (mean=1.93), employee knowledgeability (mean=2.05), and employee neatness in appearance (mean=2.07). The service characteristics with the lowest satisfaction were: staff availability, visual appeal of the facilities, and speed of service. The analyses revealed no significant differences in student satisfaction by demographic group, academic rank, commuter status, student government involvement, or employment. The findings from this study could be used to inform student union improvement efforts and future research on student satisfaction and engagement.

ISBN: 9781392192184Subjects--Topical Terms:

1669123
African American Studies.
Subjects--Index Terms:

Student satisfaction

An Analysis of Student Satisfaction with Programs and Services at a Southeastern Historically Black College and University Student Union.
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245 1 3 $a An Analysis of Student Satisfaction with Programs and Services at a Southeastern Historically Black College and University Student Union.
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300 $a 49 p.
500 $a Source: Masters Abstracts International, Volume: 80-12.
500 $a Publisher info.: Dissertation/Thesis.
500 $a Advisor: Draper, Thornton.
502 $a Thesis (M.S.)--North Carolina Central University, 2019.
506 $a This item must not be sold to any third party vendors.
520 $a The purpose of this study was to assess student satisfaction with the programs and services offered by the student union at a Southeastern Historically Black College and University (HBCU). A convenience sample (n=133) of students from different demographic and academic backgrounds evaluated over 20 different service characteristics using a web-based questionnaire. A composite satisfaction rating was generated for each student, and an independent sample t-test and ANOVA test were conducted to determine whether student satisfaction varied significantly by different groups. Results showed that students were generally more satisfied than dissatisfied with the services offered by the student union. The service characteristics with the highest student satisfaction were: the safety and security of the atmosphere (mean=1.93), employee knowledgeability (mean=2.05), and employee neatness in appearance (mean=2.07). The service characteristics with the lowest satisfaction were: staff availability, visual appeal of the facilities, and speed of service. The analyses revealed no significant differences in student satisfaction by demographic group, academic rank, commuter status, student government involvement, or employment. The findings from this study could be used to inform student union improvement efforts and future research on student satisfaction and engagement.
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