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ERIC Number: ED390508
Record Type: Non-Journal
Publication Date: 1995
Pages: 38
Abstractor: N/A
Reference Count: N/A
Best Predictors of Student Needs and Expectations: Responding to the Voice of the Customer and Orchestrating Change in a Two-Year College.
Casto, Robert A.
To determine student needs, expectations, and levels of satisfaction with programs and services at Lima Technical College (LTC), in Ohio, a survey was distributed to 123 students, 7 faculty members, 13 staff members, and 9 senior administrators in fall 1994. The questionnaire asked respondents to choose 10 items from a list of needs and another 10 from a list of expectations, and rate LTC's provision of 21 programs and services. The 108 students who responded identified the following basic 10 needs: have an enjoyable occupation; be a productive person; have self-confidence; be able to apply new knowledge; make enough money to support themselves; acquire new skills; be able to help others; have time to relax; improve their self-image; and accomplish something worthwhile. The 10 expectations of LTC identified by students were affordable tuition, knowledgeable faculty, affordable book prices, a degree or certificate, convenient class times, state-of-the-art equipment, relevant programs, financial aid packages, reasonable class sizes, and a safe and clean environment. Administrators, faculty, and support staff all accurately predicted 14 of the 20 needs and expectations identified by the students. Although only 4 of the 21 programs and services matched the student list of needs and expectations, negative rating of these services never exceeded 15.4%. Contains 18 references. The survey instrument is appended. (TGI)
Publication Type: Opinion Papers; Reports - Research; Tests/Questionnaires
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: Lima Technical Coll., OH.