Institutional Research and Planning Room 306 1871 Old Main Drive Shippensburg, PA 17257 Phone: (717)-477-1154 Fax: (717)-477-4077 irp@ship.edu

Graduate Student Satisfaction Customer satisfaction is a primary indicator of institutional effectiveness. This study was designed to measure the satisfaction level of graduate students. A random selection of graduate courses was drawn from the student database that ensured an adequate sample size. A total of 400 students were administered the Noel-Levitz Student Satisfaction Inventory (SSI); 307 responded yielding a response rate of 77%. Three comparison groups were used in this study including undergraduates at SU, all students from public institutions in the SSI database, and all graduate students from public, 4-year institutions in the SSI database. Graduate students reported that the most important areas were Academic Advising and Instructional Effectiveness. Specifically, high satisfaction was reported regarding the availability and knowledge of the faculty, students' intellectual growth, and the maintenance of the campus. In general, graduate students reported higher levels of satisfaction than did undergraduate students. They were particularly more satisfied with Academic Advising, Registration Effectiveness, and Safety and Security. A number of items had significantly low satisfaction ratings. In particular, the use of the student activity fee, campus parking, and accessibility to campus services were noted. Comparison to norms is important to benchmark performance. Students at Shippensburg University report greater satisfaction than did students at similar institutions. Student Centeredness and Concern for the Individual were examples and other areas such as Safety and Security, Campus Climate, and Instructional Effectiveness were nearly as high. That students' expectations are being met is evidenced by lower performance gaps than those at other institutions on all scales. The greatest advantages over the competition were in the areas of Student Centeredness and Campus Climate. Based on student ratings, SU is far ahead of its competitors in the safety and security of the campus and in the caring and helpful way staff interact with graduate students. SU is considerably behind the competition, however, in the perceived use of activity fees, accessibility of computer labs, and the orientation process for graduate students.