The purpose of this study was to examine the expectation, satisfaction and performance gap levels between selected freshman and seniors as measured by the selected SSI scales. The problem was to determine if expectation, satisfaction, and performance gap levels differed between freshman and seniors in 1995 and freshman and seniors in 1998 based on class level, gender and age. The study examined four selected scales from the twelve scales derived from the Student Satisfaction Inventory (SSI): Campus Climate, Campus Life, Campus Support Services, and Instruction Effectiveness. Respondents rated all items on a 7-point Likert scale with respect to their expectations of and satisfaction with student services represented by the scales. Findings indicated that, for both 1995 and 1998, freshman had significantly higher levels of expectation than did seniors in regard to campus climate, campus life and campus support services; freshman has significantly higher levels of satisfaction than seniors with campus climate, campus life, campus support services and instructional effectiveness; seniors had significantly higher levels of unmet needs than did freshman for campus support services and instructional effectiveness, and; there were no significant differences between freshman and seniors according to gender or age. Responses of 1995 freshman and seniors and 1998 freshman and seniors were similar. The four selected scales served as having the potential to guide administrators in assessing the levels of student satisfaction with both academic and nonacademic student services.
Lynn, Mary Ann
Doctor of Education (Ed.D.)
College of Education
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Doctoral Dissertation (Open Access)
Rodriguez, Reuban Beryrl, "Expectation and satisfaction of freshmen and seniors in higher education" (1999). Retrospective Theses and Dissertations. 2252.