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					STUDENT SATISFACTION SURVEY

    DAYTONA BEACH AND PRESCOTT
              Fall 2000



                Martha Dillman
        Office of Institutional Research
                 August 2001
                                                               TABLE OF CONTENTS

                                                                                                                                                                    Page

Executive Summary................................................................................................................................................. 1

Introduction ............................................................................................................................................................. 5

Profile of Respondents
   Rank of Choice.................................................................................................................................................... 6
   Factors Influencing Students' Decision to Enroll at ERAU................................................................................ 6
   Educational Goals ............................................................................................................................................... 7
   Employment ........................................................................................................................................................ 7
   Learning Disabilities ........................................................................................................................................... 8

Overall Satisfaction
   Satisfaction with ERAU...................................................................................................................................... 9
   College Experience and Expectations............................................................................................................... 12
   Enrolling at ERAU Again ................................................................................................................................. 15

Importance and Satisfaction Scale Categories
   Composite Scales .............................................................................................................................................. 18
   Survey Questionnaire Items within Composite Scale ....................................................................................... 19

Satisfaction Ratings of Survey Questionnaire Items
    Academic Advising ........................................................................................................................................... 22
    Campus Climate ................................................................................................................................................ 27
    Campus Life ...................................................................................................................................................... 34
    Campus Support Services ................................................................................................................................. 42
    Concern for the Individual ................................................................................................................................ 47
    Instructional Effectiveness ................................................................................................................................ 49
    Recruitment and Financial Aid ......................................................................................................................... 63
    Registration Effectiveness................................................................................................................................. 67
    Responsiveness to Diverse Populations ............................................................................................................ 70
    Safety and Security ........................................................................................................................................... 73
    Service Excellence ............................................................................................................................................ 75

Appendices
   Appendix A:             Survey Methodology ................................................................................................................... A
   Appendix B:             Data Tables ..................................................................................................................................B
   Appendix C:             IR Preview ....................................................................................................................................C
   Appendix D:             Survey Questionnaire ................................................................................................................. D
Student Satisfaction Survey
Daytona Beach and Prescott Campuses
Fall 2000                                                                                                                                                                            EXECUTIVE SUMMARY
                                                                                        EXECUTIVE SUMMARY

This report summarizes results of the student satisfaction study conducted at ERAU by the Office of Institutional
Research (IR). Data were collected using the Noel-Levitz survey instrument: The Student Satisfaction
Inventory™ (SSI). The SSI was administered to a sample of students in October 2000. Results of the SSI
instrument administered at ERAU are based on the responses of 834 Daytona Beach and 302 Prescott survey
respondents. The following summary of results focuses on five major areas: 1) overall satisfaction, 2) Fall 2000
ERAU survey findings vs. national scores, 1 3) ERAU’s importance and satisfaction ratings, 4) Fall 1998 vs. Fall
2000 ERAU survey findings, and 5) student comments.

Overall Satisfaction

When asked to rate their overall satisfaction with their experience at ERAU thus far, over 60% of students
indicated satisfaction (63% for Daytona Beach; 72% for Prescott). These satisfaction ratings declined from those
of the 1998 survey administration (70% for Daytona Beach; 81% for Prescott). Survey results from the national
comparative group (only available in average response form) indicate slightly higher satisfaction scores than
those of ERAU, and no change from 1998 to 2000.

ERAU vs. National Comparison Group

                                         Figure 1                                                                                                      Figure 2
                            Areas Where ERAU is More Effective                                                                         Top 10 Areas Where ERAU is Less Effective
                             Daytona Beach vs. National Group                                                                              Daytona Beach vs. National Group
                                    (average response)                                                                                            (average response)

                                                                                                5.31                  Channels for expressing student                                                           4.55
    Library staff are helpful/approachable                                                         5.73 *              complaints are readily available                                                      4.04 *
                                                                                                                   Financial aid awards are announced                                                              4.69
               Bookstore staff are helpful                                                    5.16                       in time for college planning                                                           4.16 *
                                              adequate/accessible




                                                                                               5.39
                                               Computer labs are




                                                                                                           *
                                                                                                                                                                                                                   4.73
                                                                                                                    Parking lots are well-lighted/secure
                                                                                                                                                           adequate/accessible



            Computer labs are adequate                                                    4.82
                                                                                                                                                            Computer labs are




                                                                                                                                                                                                                4.19 *
                   and accessible                                                            5.39 *
                                                                                                                      Administrators are approachable                                                               4.98
             Easy involvement in campus                                                       5.18                                  to students                                                                  4.43 *
                     organizations                                                            5.28                           Faculty care about me as                                                                  5.32
                                                                                                                                   an individual                                                                   4.71 *
               Library resources/services                                                 4.78
                      are adequate                                                           5.27      *             This institution shows concern for                                                                 5.19
                                              Competent health
                                               services staff




                                                                                                                                                           Competent health




                                                                                                                            students as individuals                                                             4.3 *
                                                                                                                                                            services staff




     Health services staff are competent                                                 4.72
                                                                                           5.02 *                    Admission counselors accurately                                                                4.81
                                                                                                                            portray the campus                                                                  4.14 *
     There are adequate services to help                                                   4.98
                                                                                                                                                                                                                 4.67
             decide upon a career                                                          4.99                            Adequate fin aid is available
                                                                                                                                                                                                            3.88 *
          A variety of intramural activities                                              4.77                           Getting the ‘run-around’ when                                                            4.55
                                                                                                                                                    Living conditions in
                                                                                                                                                    the residence halls
                                       Living conditions in




                                                                                           4.96
                                       the residence halls




                     are offered                                                                   *                          seeking information                                                    3.14
                                                                                                                                                      are comfortable
                                         are comfortable




                                                                                                                                                                                                            *

        Living conditions in the residence                                              4.4                               The amount of parking space                                                    3.75
                 halls are comfortable                                                   4.51                                     is adequate                                                 2.26   *


                                                                    0   1   2   3   4     5        6           7                                                                 0    1   2      3       4          5      6   7

                                                DB          National                                                                                         DB          National
        1 = not satisfied at all; 2 = not very satisfied; 3 = somewhat dissatisfied; 4 = neutral;                    1 = not satisfied at all; 2 = not very satisfied; 3 = somewhat dissatisfied; 4 = neutral;
                        5 = somewhat satisfied; 6 = satisfied; 7 = very satisfied                                                    5 = somewhat satisfied; 6 = satisfied; 7 = very satisfied
      * Difference between ERAU and National is sta. sig. at the .001 level                                        * Difference between ERAU and National is sta. sig. at the .001 level




1
  The Student Satisfaction Inventory national comparisons are based on 319,346 student records from 411 private,
four-year institutions. Under the Carnegie classification system for institutions of higher education, 50% of these
four-year schools include colleges where the baccalaureate is the highest degree awarded, and 25% represent
schools where the master’s degree is the highest degree awarded. About 70% of the institutions have an
enrollment of 2,000 or less.

                                                                                                                                                                                                                               1
                                                                                                                                                          Student Satisfaction Survey
                                                                                                                                                Daytona Beach and Prescott Campuses
EXECUTIVE SUMMARY                                                                                                                                                            Fall 2000


                                       Figure 3                                                                                                              Figure 4
                      Top 10 Areas Where ERAU is More Effective                                                                             Top 10 Areas Where ERAU is Less Effective
                             Prescott vs. National Group                                                                                           Prescott vs. National Group
                                  (average response)                                                                                                   (average response)

    Academic advisor is knowledgeable                                                                    5.47                   Adequate fin aid is available                                                                         4.67
       about requirements in major                                                                        5.64                                                                                                                     4.23 *

            The instruction in major field                                                              5.43                Channels for expressing student                                                                          4.55
                     is excellent                                                                        5.64               complaints are readily available                                                                      4.1 *
             Nearly all of the faculty are                                                                5.71         Library staff are helpful/approachable                                                                               5.31




                                                                                                                                                                 adequate/accessible
                                             adequate/accessible




                                                                                                                                                                  Computer labs are
                                                                                                                                                                                                                                         4.85 *
                                              Computer labs are




             knowledgeable in their field                                                                  5.92
            Easy involvement in campus                                                                 5.18                   Getting the ‘run-around’ when                                                                      4.55
                    organizations                                                                       5.41                        seeking information                                                                       3.94 *
      Faculty are usually available after                                                                               The intercollegiate athletic programs                                                                  4.33
                                                                                                         5.52
        class and during office hours                                                                     5.77 *        contribute to a sense of school spirit                                                             3.7 *
    There are adequate services to help                                                               4.98                  ERAU’s commitment to evening                                                                                 4.9




                                                                                                                                                                 Competent health
            decide upon a career                                                                                                     students                                                                                     4.16
                                             Competent health




                                                                                                        5.3 *                                                                                                                                *




                                                                                                                                                                  services staff
                                              services staff




                                                                                                 4.73                   The student center is a comfortable                                                                              4.82
     Parking lots are well-lighted/secure
                                                                                                   5.09 *                    place to spend leisure time                                                                          4.04   *

                                                                                                 4.72                          The amount of parking space                                                                 3.75
     Health services staff are competent
                                                                                                    5.15 *                            is adequate                                                                2.81     *

                    Tutoring services are                                                              5.2                     ERAU has a good reputation                                                                                         5.63




                                                                                                                                                          Living conditions in
                                                                                                                                                          the residence halls
                                      Living conditions in
                                      the residence halls




                       readily available                                                                  5.66 *                   in the community                                                                                  4.61 *




                                                                                                                                                            are comfortable
                                        are comfortable




                      Computer labs are                                                           4.82                      There is an adequate selection                                                                    3.97
                     adequate/accessible                                                                  5.65 *            of food available in the cafeteria                                                2.25   *

                                                                   0   1      2      3      4     5        6       7                                                                   0        1         2      3            4          5         6          7

                                               PC          National                                                                                                PC          National
       1 = not satisfied at all; 2 = not very satisfied; 3 = somewhat dissatisfied; 4 = neutral;                           1 = not satisfied at all; 2 = not very satisfied; 3 = somewhat dissatisfied; 4 = neutral;
                       5 = somewhat satisfied; 6 = satisfied; 7 = very satisfied                                                           5 = somewhat satisfied; 6 = satisfied; 7 = very satisfied
     * Difference between ERAU and National is sta. sig. at the .001 level                                               * Difference between ERAU and National is sta. sig. at the .001 level



ERAU’s Importance vs. Satisfaction Ratings

Fall 2000 survey findings show that over 90% of ERAU survey respondents placed instructional issues high on
their list of importance. These areas include: course content and quality of instruction, commitment to academic
excellence, treatment from faculty, timely feedback from faculty, class size, availability of faculty, competence of
faculty, and approachability of academic advisor. At least 70% of ERAU respondents indicated satisfaction in
these areas. These findings are similar to those of the 1998 survey administration.

ERAU’s 1998 vs. 2000 Survey Findings


                                    Figure 5                                                                                                           Figure 6
                   Areas Where ERAU Has Improved the Most                                                                              Areas Where ERAU Has Declined the Most
                                Daytona Beach                                                                                                      Daytona Beach
      (percent responding “somewhat satisfied,” “satisfied,” and “very satisfied”)                                       (percent responding “somewhat satisfied,” “satisfied,” and “very satisfied”)

     Computer labs are                                                            54%                                                 Campus is safe and secure                                                                                  80%
                                                                                                                                                                                                                                    67%
    adequate/accessible                                                                         77%
                                                                                                                                Add/drop policies are reasonable                                                                         75%
                                                                                                                                                                                                                                  63%
          Integration of
                                                                                         62%                                                                                                                                        68%
         computers into                                                                                                           Parking lots well-lighted/secure
                                                                                          65%                                                                                                                            49%
             courses
                                                                                                                                Tuition is a worthwhile investment                                                                 64%
                                                                                                                                                                                                                         51%
       Commitment to                                                         44%
      disabled students                                                        49%                                           ERAU shows concern for individuals                                                                   63%
                                                                                                                                                                                                                         51%
                                                                                                                       Residence hall staff shows concern for me                                                              57%
        Commitment to                                                  36%                                                                                                                                           44%
       evening students                                                  41%
                                                                                                                                     Adequate fin aid is available                                                       51%
                                                                                                                                                                                                                39%
                           0%         20%                              40%        60%           80%             100%
                                                                                                                                                                                           0%       20%       40%         60%            80%           100%
                                                1998                       2000                                                                                  1998                               2000




2
Student Satisfaction Survey
Daytona Beach and Prescott Campuses
Fall 2000                                                                                                                            EXECUTIVE SUMMARY


                                  Figure 7                                                                            Figure 8
                 Areas Where ERAU Has Improved the Most                                               Areas Where ERAU Has Declined the Most
                                  Prescott                                                                            Prescott
    (percent responding “somewhat satisfied,” “satisfied,” and “very satisfied”)        (percent responding “somewhat satisfied,” “satisfied,” and “very satisfied”)

                                                                                             Admiss. accurately portrays campus                                     77%
   Computer labs are                                            74%                                                                                    49%
  adequate/accessible                                                    86%
                                                                                            Library staff are helpful/approachable                                 76%
                                                                                                                                                         56%
   Career Services is                                       64%                       Admiss. counselors respond to prospective                                    76%
  helpful in job search                                      67%                              students' unique requests                                  53%

                                                                                             Counseling staff care about students                              70%
       Commitment to                              49%                                                                                                  49%
        commuters                                  52%                                    Channels for expressing complaints are                             63%
                                                                                                     readily available                             38%
     Int'l Std Services                  33%
                                                                                        The amount of parking space is adequate                              61%
       meets needs                              44%                                                                                          22%

                          0%   20%        40%         60%          80%         100%                                                  0%   20%    40%     60%       80%    100%

                                 1998          2000                                                                       1998            2000



Students’ Comments

Of 1,136 survey respondents at both campuses, 372 students offered comments. After conducting a content
analysis of these comments, four major areas emerge at both campuses. These major themes, listed in descending
order according to the frequency in which they were made, include: 1) Overall student satisfaction with student
life and campus climate; 2) Quality of learning experiences (teachers, curriculum and instruction); 3) Flight
department; and 4) Student services (parking, dining services, and financial aid).

Overall Student Satisfaction

Overall, students expressed satisfaction with the academic reputation the university has in the aviation/aerospace
industry. Several students’ comments however, point to the need of improving customer service, focusing on
“making students feel important, and not treating us just like bank accounts,” and taking the necessary steps to
“stop the Riddle run-around.” Another area cited by students as requiring immediate attention is the need to
increase the female to male ratio of students.

Quality of Learning Experiences

Some students gave high ratings for their overall satisfaction with the quality and approachability of teachers. For
example, one student stated, “In general, the faculty is excellent and they have been more than supportive.
Overall, the faculty has made this university a good one.” On the other hand, few students noted dissatisfaction
with some teachers that appear unprepared, unchallenging or unqualified. Reflecting this position, some students’
comments are as follows: “I have been rather pleased with some teachers and completely disgusted with others.
Though they may not be bad people, they are just bad teachers.” “Some faculty are excellent, others are
completely unacceptable and unprofessional. This must change.”

In addition, some students offered comments on the importance of recruiting faculty with stronger aviation
backgrounds and industry experience, and the need to enhance course content with more aviation-related
problems and examples found in real life. As one student commented, “…so we can be better prepared when we
finish our degree and get a job.”




                                                                                                                                                                             3
                                                                                      Student Satisfaction Survey
                                                                            Daytona Beach and Prescott Campuses
EXECUTIVE SUMMARY                                                                                        Fall 2000
Flight Department

Several students at both campuses showed concern for the large number of students waiting to fly and the
shortage of instructors and planes.

Student Services

Student comments identified some areas of concerns in the area of student services. These areas correspond to
parking, dining services and availability of financial aid. Students, particularly those at Daytona Beach, expressed
high level of dissatisfaction with the availability and convenience of parking on campus, and responsiveness of
campus security. Concerning dining services, students at both campuses expressed a desire to see more vendors
and more food choices offered to them. In the area of financial aid, Daytona Beach students perceive some
improvements taking place in the Financial Aid department regarding the helpfulness of counselors. However,
students at both campuses indicate that financial aid award letters should be sent ahead in time to be helpful in
college planning, and that more financial aid incentives should be offered to students to come to ERAU.




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