Satisfaction of student services at Tomball College

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Title: Satisfaction of student services at Tomball College
Author: Waters, Victoria Ann, 1971-
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 .
URI: http : / /hdl .handle .net /2152 /3397
Date: 2008-08-28


Satisfaction of student services at Tomball College. Doctoral dissertation, The University of Texas at Austin. Available electronically from http : / /hdl .handle .net /2152 /3397 .

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