From retention to satisfaction: New outcomes for assessing the freshman experience

Liz Sanders, John D. Burton
1996 Research in Higher Education  
To meet accountability challenges from a customer-satisfaction perspective, an urban institution of higher education has developed an integrated approach to studying the freshman year experience in order to develop comprehensive outcomes measures for assessing freshman success. Multiple sources of data (freshman satisfaction survey data, enrollment data, and academic performance data) are integrated into a database which provides the institution with a comprehensive set of outcome indicators
more » ... a model of the freshman experience. The integrated dataset is used to develop models of freshman retention. In order to focus more clearly on customer satisfaction, models of student satisfaction were developed to determine critical components in freshman satisfaction. Implications for institutional research include: (1) researchers can use integrated freshman databases to provide more comprehensive outcomes assessment measures; (2) integrated data providing a comprehensive picture of the freshman experience provides decision makers with more useful information for developing successful institutional strategies; (3) researchers can develop longitudinal databases and institution-specific models of the freshman experience; and (4) this integrated analysis uses a total quality approach to understanding the freshman . xperience. (Author/JB)
doi:10.1007/bf01724938 fatcat:mdgqnxbs3jbrvipby4xlorkfy4