Student Satisfaction with University Admissions and Financial Aid Services within Selected Organizational Structures

Abstract

The problem. This study was conducted to determine if the organizational structure of an institution's admissions and financial aid offices is related to student satisfaction with the quality of services provided by these offices. Procedure. Three institutions were identified as having different organizational structures of admissions and financial aid operations. A random sample of undergraduate students from these three institutions participated in a telephone survey, responding to questions concerning their satisfaction with admissions and financial aid services. Responses were then analyzed using an analysis of variance to determine the extent of difference between student populations. Findinqs. The results of this research indicated no statistically significant differences in student satisfaction with admissions and financial aid services of different organizational structures. The findings did, however, indicate that freshmen were significantly more satisfied than continuing students on certain questions regarding admissions and financial aid services. Conclusion. Freshmen proved to be significantly more satisfied with admissions and financial aid services than continuing students. The least amount of difference between freshmen and continuing students' satisfaction appeared within an institution operating with an enrollment management concept. Recommendations. Further study examining the relationship between the organizational structure of admissions and financial aid operations and the extent of satisfaction felt by freshmen and continuing students would contribute more to the literature on admissions, financial aid and student retention. Additional research assessing satisfaction levels of parents, graduate students and nontraditional students could further impact the way in which institutions of higher education organize to best meet the needs of a changing student population.