ERIC Number: ED390508
Record Type: Non-Journal
Publication Date: 1995
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)
Descriptors: Administrator Attitudes, College Planning, Community Colleges, Organizational Effectiveness, Participant Satisfaction, Student Attitudes, Student College Relationship, Student Educational Objectives, Student Needs, Student Personnel Services, Student Surveys, Teacher Attitudes, Two Year College Students, Two Year Colleges
Publication Type: Opinion Papers; Reports - Research; Tests/Questionnaires
Education Level: N/A
Authoring Institution: Lima Technical Coll., OH.