College Students’ Satisfaction Rating on NEU’s Student Service(Part II: Guidance Office)

Satisfaction rating on the services rendered by Guidance Office was measured using 6-item questionnaire with 7-point Likert scale and was analyzed using parametric statistics because the data satisfy the assumptions of normality and of homogeneity of variances. The survey was distributed to 208 randomly selected College students and yielded a response rate of 98.1%. Respondents were asked to rate Guidance Office concerning its office/venue (VENUE), staff/workers (STAFF), office procedure (PROCED), equipment/facility (EQUIP), service delivery (DELIVER), and service provider competence (COMPETN). The survey instrument underwent content validity evaluation and responses exhibited internal consistency reliability, with an estimated Cronbach’s Alpha of .90. Result of One-Sample t-test (α = .05) showed that the mean satisfaction rating was Good (p < .001), effect size (d) = 1.06 (> large according to Cohen, 1988), 95% CI of Mean Difference (1.07, 1.39). ANOVA test showed statistically significant differences in satisfaction ratings across year levels, p = .001, effect size (partial η) = 28 (medium), observed power = .95. Tukey HSD test revealed that the fourth year students’ rating was significantly higher than first year students’ (p = .050), second year students’ (p = .001) and third year students’ (p = .014). Other pairwise comparisons were found not statistically significantly different (p > .05).