EASTERN OREGON UNIVERSITY

OFFICE OF STUDENT AFFAIRS

1999 STUDENT SATISFACTION INVENTORY

ABOUT THE STUDENT SATISFACTION INVENTORY

The Student Satisfaction Inventory (SSI) is an instrument designed and distributed by USA Group/Noel-Levitz. Its purpose is to assess the level of satisfaction of students concerning a range of elements believed to describe the campus climate at Eastern Oregon University.

The SSI asks students to describe 1) the importance of an element or characteristic to them, and 2) their own satisfaction with that element at Eastern.

Ninety-nine descriptive elements (statements: are arranged in twelve scales. In addition, sixteen (16) items are included which provide insight into several demographic areas of interest when studying Eastern’s student population on each of the 99 items.

Scales for determining campus climate include:

· Academic Advising · Recruitment & Financial Aid

· Campus Climate · Registration Effectiveness

· Campus Life · Campus Support Services

· Safety & Security · Concern for the Individual

· Service Excellence · Instructional Effectiveness

· Student Centeredness

Students must choose a rating of importance (expectation) and a rating of satisfaction.

Importance to Me	My Level of Satisfaction
1. Not important at all	1. Not satisfied at all
2. Not very important	2. Not very satisfied
3. Somewhat unimportant	3. Somewhat dissatisfied
4. Neutral	4. Neutral
5. Somewhat important	5. Somewhat satisfied
6. Important	6. Satisfied
7. Very important	7. Very satisfied

Differences between Importance (expectations) and Level of Satisfaction are referred to by Noel-Levitz as “Performance Gaps.”

These have been analyzed at the .05, .01, and .001 levels of statistical significance. The larger the performance gap, on any item, the greater the dissatisfaction.

Example:

A. The campus is safe and secure for all students.

Importance Satisfaction Performance Gap

6.39 5.51 0.88

On this example, safety is of strong importance to a student, but the student is only somewhat satisfied with the safety and security of the campus at Eastern.

PURPOSE OF THE STUDY

The purpose of this study was to assess the level of satisfaction student s at Eastern Oregon University have about a range of campus climate factors compared to the relative importance they hold for each factor. The results of this study are to be used as:

1. A means by which areas for improvement can be identified.

2. A source to identify positive aspects of the campus climate.

3. A comparison with 1997 data to examine shifts in a) scale importance, and b) size of performance gaps.

THE 1999 STUDENT SATISFACTION INVENTORY

The 1999 version of the Student Satisfaction Inventory was administered at Eastern during the academic week of February 22-26. Classes which began between 10:00 a.m. and 10:25 a.m. were selected. In all, 34 classes were surveyed. The survey is optional and was administered by Eastern Student Ambassadors. Of the 940 students registered in those 34 classes. 663, or 70% completed the survey. The comparable numbers from the 1997 Student Satisfaction Inventory were 698 completed of 912 enrolled, or 77%.

Descriptive information was requested for the 663 respondents:

Gender	N	%
Female	374	58.07%
Male	270	41.93%
Total	644	100.00%
No response	19
Age
18 and under	57	8.84%
19 to 24	511	79.22%
25 to 34	52	8.06%
35 to 44	12	1.86%
45 and over	13	2.02%
Total	645	100.00%
No response	18
Ethnicity/Race
African-American	4	0.62%
American Indian or Alaskan Native	13	2.02%
Asian or Pacific Islander	28	4.35%
Caucasian/White	515	80.09%
Hispanic	19	2.95%
Other race	14	2.18%
Race-Prefer not to respond	50	7.78%
Total	643	100.00%
No response	20

Current Enrollment Status	N	%
Day	639	99.69%
Evening	1	0.16%
Weekend	1	0.16%
Total	641	100.00%
No response	22
Current Class Load
Full-time	632	97.83%
Part-time	14	2.17%
Total	646	100.00%
No response	17
Class Level
Freshman	139	21.48%
Sophomore	176	27.20%
Junior	176	27.20%
Senior	147	22.72%
Special Student	0	0.00%
Graduate/Professional	3	0.46%
Other class level	6	0.93%
Total	647	100.00%
No response	16

Current GPA
No credits earned	3	0.47%
1.99 or below	24	3.73%
2.0 – 2.49	98	15.22%
2.5 – 2.99	191	29.66%
3.0 – 3.49	203	31.52%
3.5 or above	125	19.41%
Total	644	100.00%
No response	19
Educational Goals
Associate degree	14	2.20%
Bachelor’s degree	418	65.72%
Master’s degree	120	18.87%
Doctorate or professional degree	60	9.43%
Certification (initial/renewal)	6	0.94%
Self-improvement/pleasure	3	0.47%
Job-related training	3	0.47%
Other educational goal	12	1.89%
Total	636	100.00%
No response	27
Employment
Full-time off campus	33	5.17%
Part-time off campus	178	27.90%
Full-time on campus	16	2.51%
Part-time on campus	128	20.06%
Not employed	283	44.36%
Total	638	100.00%
No response	25

Demographic Information

Current Resident	N	%
Residence Hall	137	21.17%
Fraternity / Sorority	3	0.46%
Own house	104	16.07%
Rent room or apartment off campus	347	53.63%
Parent’s house	38	5.87%
Other residence	18	2.78%
Total	647	100.00%
No response	16
Residence Classification
In-state	463	71.56%
Out-state	162	25.04%
International (not U.S. Citizen)	22	3.40%
Total	647	100.00%
No response	16
Disabilities
Yes – Disability	29	4.51%
No – Disability	614	95.49%
Total	643	100.00%
No response	20
Institution Was My
1^st Choice	369	57.66%
2^nd Choice	189	29.53%
3^rd Choice or lower	82	12.81%
Total	640	100.00%
No response	23

ANALYSIS OF THESE DATA

Data were forwarded to Noel-Levitz for compilation and analysis. For purpose of examination and discussion, this presentation focuses on the message from out students and its implications for retention. Comparisons are:

1. EOU 1997 to EOU 1999 (N= 698, 663)

2. EOU 1999 to 4-year public universities 1999 (N=158, 133)

3. EOU 1999 to 4-year private institutions (N=261, 934)

Data were analyzed for 1) scale means, 2) performance gaps, and 3) scale means comparisons. For the most part, tests of statistical significance were conducted at the .001 level.

The questions which framed the data analysis were:

1. Which elements of the campus climate are most important to Eastern students?

2. Have changes occurred in this area since 1997?

3. In which areas do the largest performance gaps appear between expectation and satisfaction?

4. How does this summary compare with 1997? With other universities, public and private?

Scale	Importance
Academic Advising	6.36
Instructional Effectiveness	6.33
Registration Effectiveness	6.22
Recruitment and Financial Aid	6.14
Safety and Security	6.13
Campus Support Services	6.12
Concern for the Individual	6.07
Service Excellence	6.07
Campus Life	5.69

Clearly, the area of academic advisement and instructional effectiveness are highest in student’s expectations.

Eastern student’s expectations ratings virtually mirror the expectations of students at private four-year institutions. The normative data for this comparison group represents a quarter-million students who completed the survey this year.

Twenty Highest Expectations of

Eastern Students in Rank Order of Importance

	P.G.
1. The instruction in my major field is excellent	6.61 / 1.24
2. I am able to register for classes I need with few conflicts	6.61 / 2.21
3. The content of the courses within my major is valuable	6.59 / 1.32
4. My academic advisor is knowledgeable about requirements in my major	6.55 / 0.89
5. Nearly all of the faculty are knowledgeable in their field	6.54 / 0.95
6. My academic advisor is approachable	6.50 / 0.97
7. The quality of instruction I receive in most of my classes is excellent	6.50 / 1.31
8. There is a good variety of courses provided on this campus	6.49 / 2.19
9. Tuition paid is a worthwhile investment	6.48 / 1.45
10. Adequate financial aid is available for most	6.43 / 1.93
11. Major requirements are clear and reasonable	6.43 / 1.32
12. The campus is safe and secure for all students	6.39 / 0.88
13. Cost as factor in decision to enroll	6.39 /
14. Faculty are fair and unbiased in their treatment of individual students	6.38 / 1.69
15. Faculty usually available after class and during office hours	6.38 / 1.07
16. Computer labs are adequate and accessible	6.34 / 1.63
17. Campus staff are caring and helpful	6.31 / 1.13
18. I am able to experience intellectual growth here	6.31 / 0.90
19. Faculty provide timely feedback about student progress in a course	6.30 / 1.48
20. My academic advisor is concerned about my success as an individual	6.29 / 1.08

Dissatisfaction	P.G.
1. The amount of student parking spaces on campus is adequate	3.01
2. Student activity fees are put to good use	1.88
3. Faculty are fair and unbiased in their treatment of individual students	1.69
4. I seldom get the “run around” when seeking information on this campus	1.68
5. There is adequate selection of food available in the cafeteria	1.66
6. Computer labs are adequate and accessible	1.63
7. Channels for expressing student complaints are readily available	1.61
8. There are adequate services to help me decide upon a career	1.60
9. Financial Aid counselors are helpful	1.55
10. Faculty take into consideration individual differences as they teach a course	1.54

Smallest Performance Gaps

In Rank Order (Greatest Satisfaction)

Satisfaction	P.G.
1. A variety of intramural activities are offered	-0.05
2. Bookstore staff are helpful	0.38
3. On the whole, the campus is well maintained	0.50
4. Most students feel a sense of belonging here	0.53
5. Residence hall staff are concerned about me as an individual	0.54
6. I can easily get involved in campus organizations	0.63
7. The Business Office is open during hours convenient to students	0.67
8. Library staff are helpful and approachable	0.69
9. The student handbook contains helpful information about campus life	0.69
10. Tutoring services are readily available	0.74
11. Residence hall regulations are reasonable	0.77
12. New student orientation services help students adjust to college	0.79
13. Class change (drop/add) policies are reasonable	0.84
14. This institution has a good reputation within the community	0.85
15. Staff in the health services area are competent	0.87
16. The campus is sage and secure for all students	0.88
17. Students are made to feel welcome on this campus	0.88
18. Administrators are approachable to students	0.88

Summary Items

Eastern

1999

Eastern

1997

National

Group

Four Year

Private

Institutions

Mean

Difference

Summary Item

Group Mean

Our Institution –

National Group

So far, how has your college experience met your expectations?

1= Much worse than expected

2= Much better than expected

4.39

4.48

4.52

-0.13*

Rate your overall satisfaction with your experience here thus far.

1= Not satisfied at all

7= Very satisfied

5.12

5.15

5.24

-0.12*

All in all, if you had to do it over, would you enroll here again?

1=Definitely not

2=definitely yes

5.02

5.11

5.30

-0.28***

* Difference statistically significant at the .05 level

** Difference statistically significant at the .01 level

*** Difference statistically significant at the .001 level

Campus Climate

Declines in certain items1997-1999

¨ Most students feel a sense of belonging

¨ Campus is safe and secure

¨ Students are made to feel welcome

¨ It is an enjoyable experience to be a student on this campus

¨ I feel a sense of pride about my campus

¨ Channels for expressing student complaints are readily available

¨ There is a strong commitment to racial harmony on this campus

Increase in certain items

¨ Campus staff is caring and helpful

¨ Faculty cares about me as an individual

¨ I seldom get the “run-around” when seeking information

¨ This institution shows concern for students

¨ I generally know what is happening on campus

¨ Administrators are approachable

¨ Freedom of expression is protected on campus

¨ There is a commitment to academic excellence on this campus

Group Questions

Group One: Which factors account for the negative trends from 1997-1999?

Group Two: Which factors account for the positive trends from 1997-1999?

Group Three: The next SSI will be administered during Winter term 2001. With regard to campus climate, what changes do we expect in the data and why?

Group Four: Assuming campus climate is directly related to higher retention of undergraduate students, what are several of the most significant changes, which should be made at Eastern?