Satisfaction of student services at Tomball College

Abstract

Students are now viewed as customers in many colleges, altering the way in which services are rendered and adding a new dimension to the strategic planning of colleges. Satisfaction is a factor now that students have more choices in higher education. It is time to investigate how student services are delivered and ensure the student's best interest is being served. A transition in higher education occurred when education became more secular and larger numbers of people pursued postsecondary degrees. Several social and federal initiatives caused a surge in higher education. Students who were previously excluded from higher education were welcomed in community colleges. Student services began to focus on the personal and academic development of "the whole student." This study identified how satisfied students are with student services at Tomball College. Additionally, employees were surveyed on their perception of student satisfaction. Gaps were identified and recommendations suggested. The adapted SERVQUAL instrument, consisting of 23 questions, was used to solicit electronic responses from students and employees regarding satisfaction in 10 areas of student services. Three focus groups consisting of students, faculty/staff, and deans/directors were convened to follow-up on electronic survey responses. The significance of this study is that student services providers will be aware of student satisfaction. Providers often think because they spend so much time and effort planning and organizing that students are satisfied. This study can be used as a tool to improve communication within the college.