Institutional Research Study 98-06:

Spring 1998 Student Opinion Survey

Introduction

The University of Delaware conducts regular periodic assessment of student satisfaction with programs and services across campus. The data collection instrument of choice since 1986 has been the American College Testing Program's Student Opinion Survey. A thoroughly documented instrument in terms of reliability and validity, the Student Opinion Survey provides a vehicle for longitudinal comparison of satisfaction at the University, as well as comparison of those satisfaction scores with national norms from comparably sized institutions across the country. The Student Opinion Survey also provides the Office of Institutional Research and Planning with the opportunity to collect data on 30 locally prepared items of specific interest to the University of Delaware Community.

In Spring of 1998, the Student Opinion Survey was administered for the fourth time at the University of Delaware. Previous data collections occurred in 1987, 1989, and 1995. The 1998 Survey administration encompasses 2,950 copies of the data collection instrument mailed to a stratified random sample of Newark Campus undergraduates. Smaller colleges within the University, and minority students were intentionally over-sampled to ensure adequate response rates from those population segments. A total of 775 usable survey forms were returned for an overall response rate of 26.3%. The respondent pool was then weighted on the basis of gender and College to reflect the undergraduate student body. Readers interested in the specific statistical weighting technique are invited to call or visit the Office of Institutional Research and Planning to examine the data output.

This analysis is divided into three sections. The first deals with student satisfaction with 20 programs and service areas at the University. The second focuses on satisfaction with 42 characteristics of the University campus environment. The third and final section examines student responses to 30 items specifically designed to assess student satisfaction with issue uniquely related to the University of Delaware. The first two sections display the current 1998 satisfaction scores for each variable, and also display the comparable scores from the 1987, 1990, and 1995 administrations of the Student Opinion Survey. All information presented represent weighted data.

Part One: Programs and Services

Table 1 shows the mean satisfaction scores for 20 programs and services at the University of Delaware. Students were asked to use a rating scale from "1" (very dissatisfied) to "3" (neutral) to "5" very satisfied. In examining the 1998 satisfaction scores, it is important to do so within the context of scores from previous administrations of the Student Opinion Survey to ascertain whether there have been shifts in student attitudes regarding those programs and services. The 1998 scores have been rank-ordered so that the program are arrayed from most satisfactory to least satisfactory.

Table 1: Student Satisfaction with University Programs and Services

Four programs and services -- the University Library, Computing, the University Honors Program, and Recreational and Intramural Programs -- have historically been the areas of greatest student satisfaction, and 1998 shows no departure from that trend. Computer services, in particular, have steadily increased in student satisfaction as the University has made computing technology more accessible to students for both course-related and personal use. Academic Advising Services have solidified gains over the 1987 and 1990 survey administrations, and University-Sponsored Tutorial Services show substantial improvement over the 1995 satisfaction levels. The University's Orientation Program shows comparable gains over 1995. Three programs demonstrate notable declines from 1995 satisfaction levels, i.e., University Cultural Programs, Personal Counseling Services, and University Mass Transit Services. These services will bear monitoring in future administrations of the Student Opinion Survey.

While historical trends in University student satisfaction scores are very important, it is also important to view those scores within an external context. One of the major strengths of the Student Opinion Survey is the ability to compare University of Delaware satisfaction scores with national norms from institutions of comparable size.

Table 2: UD Scores for Programs and Services Compared With National Norms

Student satisfaction scores at the University of Delaware exceed the national norms on 12 of the 20 programs and services. Only two national norms exceed the University score by more than 0.1, i.e., University Mass Transit Services and University Parking Facilities and Services. These are interrelated service areas, and the magnitude of the differences from national norms suggests that these areas may require further study.

Part Two: Campus Environment

Students were asked to rate their satisfaction, using the aforementioned scale, with 42 variables that describe the campus environment at a college or university. Table 3 examines student satisfaction with 11 characteristics associated with the academic environment at the University of Delaware.

Table 3: Satisfaction with Academic Components of Campus Environment

Student satisfaction scores with 10 of 11 variables are at historical highs when University scores are examined over time. (The 1998 score for Value of Information Provided by Academic Advisor is identical to 1995.) Table 4 looks at those scores within the context of the national norms.

Table 4: UD Scores Compared With National Norms -- Academic Variables

University scores exceed the national norms on 9 of the 11 variables, equal the national norm on another, and fall below the national norm by a mere .01 on yet another. The University's emphasis on being "student-centered" is clearly rewarded by the exceptionally high scores for variety of classes offered, and the availability and attitude of faculty with regard to students.

The Student Opinion Survey examines four variables concerning the admissions process at the University of Delaware. Table 5 reflects student satisfaction with those variables.

Table 5: Student Satisfaction with Admissions Components of Campus Environment

Satisfaction scores on each of the four variables are at historic highs, and in each instance demonstrate a steady upward progression since the Student Opinion Survey was first administered in 1987. Table 6 compares the 1998 scores with the national norms.

Table 6: UD Scores Compared With National Norms -- Admissions Variables

The University satisfaction score exceeds the national norm by a substantial margin for each of the four variables.

Table 7 examines student satisfaction with registration and billing processes at the University.

Table 7: Satisfaction with Registration Components of Campus Environment

Once again, satisfaction scores are at historical highs. It is particularly noteworthy that the scores accelerated significantly in 1995, coinciding with the implementation of "one stop shopping" in the Student Services Building, and innovations including telephone drop/add. The scores solidified those gains in 1998.

Table 8 displays the 1998 registration/billing satisfaction scores compared with national norms.

Table 8: UD Scores Compared With National Norms -- Registration/Billing Variables

University satisfaction scores for general registration procedures and availability of courses at desired times are substantially higher than the national norms. However, satisfaction with the academic calendar continues to lag behind the national norm, reflecting ongoing student concern with the comparatively late date at which the Spring semester concludes. University attempts to address this concern are acknowledged in the steady upward progression of scores since 1990, as reflected in Table 7.

Student satisfaction with buildings and grounds at the University is reflected in Table 9.

Table 9: Student Satisfaction with Facilities Components of Campus Environment

Five of the eight variables related to buildings and grounds are at historical highs. Satisfaction scores with the campus bookstore do not demonstrate overwhelming student discontent, but do display a steady downward trend that may merit study. It is particularly noteworthy that, despite the occasional criticism in the student press of campus beautification efforts, student satisfaction with the general condition of the buildings and grounds has never been higher. And the Spring 1998 opening of Gore Hall, which coincided with the administration of the Student Opinion Survey, doubtlessly impacted the score for classroom facilities.

Table 10 examines the University's 1998 facilities satisfaction scores compared with national norms.

Table 10: UD Scores Compared With National Norms -- Facilities Variables

With the exception of the score for the Trabant Center, the University's satisfaction scores with virtually every dimension of the physical facilities on campus far outstrip the national norms, and clearly affirm the facilities planning direction in place at the University since 1990.

Table 11 displays student satisfaction with various aspects of student life at the University of Delaware.

Table 11: Satisfaction with Student Life Components of Campus Environment

The single area where student satisfaction has most notably declined is that of rules and regulations. Not surprisingly, this decline in satisfaction coincides with the University's more stringent policies on alcohol and drug abuse, academic dishonesty, and residence life. While there may be dissatisfaction in the short term, the pattern should reverse as the quality of life improves. This is an area that will continue to be monitored.

University satisfaction scores with student life are contrasted with national norms in Table 12.

Table 12: UD Scores Compared With National Norms -- Student Life Variables

University scores lag behind national norms most substantially in the area of rules and regulations. Once again, this pattern will be monitored in future administrations of the Student Opinion Survey.

Table 13 examines student satisfaction with general aspects on the University environment.

Table 13: Satisfaction with General Environment

All five variables are at historical highs, with satisfaction with the University in general leading the way. There are two especially encouraging trends in the data. Students clearly feel better about their personal security and safety on campus than they did in 1990, and the racial climate on campus appears to be substantially more harmonious than in 1990.

Table 14 contrast these general satisfaction scores with the national norms.

Table 14: UD Scores Compared With National Norms -- General Environment

University scores lag behind national norms on two variables, but by no more than 0.06, which is neither a substantial nor noteworthy difference. On the other hand, on "Satisfaction with the University in General," the University score exceeds the national norm by 0.23, which is both substantial and noteworthy. University of Delaware students are more satisfied with their institution than students at comparably sized colleges and universities across the country.

Table 15, on the following page, looks at issues specifically related to the University of Delaware. Working with the Office of Admissions, 30 items were developed which examine student reaction to characteristics that might be used to describe the University. Students were asked to agree or disagree with those 30 statements, and from their reactions, the following observations can be drawn:

• The academic environment at the University is challenging and competitive.

• Students are largely taught by regular, full time faculty who clearly seem to enjoy teaching.

• The University of Delaware "experience" makes students more mature and confident, and prepares them to be better citizens.

• The University enjoys an excellent reputation among the families and friends of current students, who both see it as a wise educational investment, and who would recommend it to others.

• People make the University special.

It is noteworthy from the data in Table 15 that students seem to have a clear preference for career-related courses as opposed to courses of general interest. And fewer than half of the students responding see the University's proximity to major metropolitan areas as a resource, and even fewer take advantage of them.

Table 15: Student Responses to Issues Specific to University of Delaware

Conclusion

In summary, data from the 1998 Student Opinion Survey suggest that students are, in general, more satisfied on most dimensions of the University of Delaware experience than in years past, and continue to be generally more satisfied with their institution than students at comparably sized institutions across the country.