Candidate: Natalie Morton

Degree of: Doctor of Education

Department: Teaching, Learning and Leadership

Title: The Study of Nontraditional Student Satisfaction with Academic Support Services Offered at Westen Michigan University

Committee: Dr. Charles C. Warfield, Chair
Dr. Patricia A. Dolly
Dr. Donald Thompson

Date: Friday, October 29, 2004 3:00 p.m. – 5:00 p.m.
3208 Sangren Hall, Merze Tate Conference Room

Abstract: This research study explores the perceived level of satisfaction in the delivery of academic support services for nontraditional students at nonprofit colleges and universities with the objective of recruitment and retention. The study sampled nontraditional students enrolled at Western Michigan University (WMU) continuing education campuses the fall 2002 semester. The 2002 data was compared to data compiled in a similar study that was conducted in 1995, which sampled the WMU Campus III/Weekend College unit (Dolly, 1995). The purposes of the study were to determine (a) whether changes occurred in the demographics and characteristics of nontraditional students since the study conducted in 1995 and (b) how effectively the continuing education division provided academic support services to nontraditional students. The statistical tests used to make comparisons and determine possible relationships include cross tabulations and Analysis of Variance.
The researcher found the following: (a) the majority of nontraditional students enrolled the fall 2002 semester were younger than students in 1995; (b) the majority of nontraditional students paid their own tuition, followed by students using loans/grants, and employer tuition assistance; (c) the top five support services students selected as being most satisfied with were the registration process, courtesy/helpfulness of Extended University Programs (EUP) staff, appearance of local campus, geographical location of campus, and ease of the course schedule booklet; and (d) post hoc results showed students had varying levels of satisfaction with academic support services offered at the continuing education campuses. Overall students in 2002 were satisfied with the academic support services offered at WMU continuing education branches. The analysis provided an effective checkup for WMU and validated the use of regular assessment and evaluation.

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