Examining Student Satisfaction with the Student Services Center at a Local Community College

Abstract

This thesis examines student satisfaction with the Student Services Department at a local community college. Existing literature on what contributes to student satisfaction is discussed. A phenomenological qualitative study was conducted to gain insight about the student experience of the Student Services Department. Ten students were chosen to participate in a focus group using a convenience sample. The major findings indicated that while students were overall satisfied with Student Services, areas such as knowledge and demeanor of staff and consistency of services between campuses could use improvement. Recommendations for program improvement are increased and open communication with students and professional development for staff.