Abstract
Purpose. This study analyzed developmental student satisfaction with the delivery of orientation, assessment, and advising and counseling matriculation components at seven California community colleges. The study described and compared how the components were delivered prior to measuring and analyzing satisfaction levels. Students were subgrouped based on age, ethnicity, years of prior education, and location. Differences between satisfaction levels and achievement and rate of re-enrollment were measured. Methodology. Staff were interviewed to determine how services were delivered. Student satisfaction surveys were administered mid-semester in developmental writing classes. Follow-up data were obtained to determine achievement levels and re-enrollment rates. Students were analyzed using descriptive statistics, analysis of variance, and t-tests. Findings. There were differences in the way that matriculation services were delivered at the colleges in the areas of orientation and advising and counseling. Student satisfaction at all schools was high overall, but significant differences in satisfaction levels were found with orientation and advising and counseling among colleges. Higher levels of satisfaction were found among Asians, Hispanics, older students, and those with less high school education. No differences were found among satisfaction levels, achievement, and rate of re-enrollment. Conclusions and recommendations. Student satisfaction levels are impacted by the way that student services are delivered. Age, ethnicity, and history of prior educational achievement influence satisfaction levels, with younger, white, more educated students being least satisfied. There was no relationship between satisfaction, achievement, and re-enrollment. Students were younger and higher levels of high school education than anticipated. It was suggested that colleges use the data to improve areas of concern and to support studies of disparate impact. Further research should address the issue of satisfaction levels of early dropouts to determine if they differ from those who remain enrolled. The survey should be administered with different population of students to determine if results would differ.