College Students’ Satisfaction Rating on NEU’s Student Services (Part I: Registrar’s Office)

Satisfaction rating on the services provided by Registrar’s Office was measured using a 6-item questionnaire with 7-point Likert scale (7 – Excellent, 6 – Very Good, 5 – Good, 4 – Neither Good or Poor, 3 – Poor, 2 – Very Poor, 1 – Extremely Poor) and was analyzed using nonparametric statistics because the data did not meet normality assumption. The survey was given to 200 randomly selected College students and yielded 91.5% response rate. This sample size was estimated based on power analysis as recommended by Cohen (1988). Respondents were asked to rate office/venue (VENUE), staff/workers (STAFF), office procedure (PROCED), equipment/facility (EQUIP), service delivery (DELIVER), and service provider competence (COMPETN). The survey met content validity standard and reliability test, with estimated internal consistency reliability (Cronbach’s Alpha) of .89. One-Sample Wilcoxon Signed Rank test revealed that median satisfaction rating of College students was Good (p < .001). Kruskal- Wallis test showed that the satisfaction ratings across year levels was not statistically significantly different (p = .100).