An Assessment of the Adequacy of the Services of an Urban Public University for International and U.S. Students: a Comparative Study

Abstract

This study compares the instructional, academic support, and student services needs of international and American students at Portland State University (PSU), Portland, Oregon. Variables measured include the perceived importance of university-related services, and the level of satisfaction with services received. A questionnaire with 26 background questions and 41 service-related items for ranking and discussion was mailed to 225 undergraduate international students and 225 undergraduate American students, with a response rate of 52%. Responses were tabulated to ascertain demographic profile of PSU students, importance of university services to international students at PSU, current level of satisfaction of international students in regards to university services received, importance of the various university services to U.S. students at PSU, current level of satisfaction of U.S. students in regards to these university services, if U.S. and international students at PSU differ in the importance they assign to university services, if U.S. and international students differ in their level of satisfaction with services at PSU, relationship between perceived importance and level of satisfaction for U.S. and international students, relationship between perceived importance and level of satisfaction for international students, perceived reasons for dissatisfaction concerning service quality for U.S. and international students, and any suggestions these students have for improving the quality of services. Respondents' descriptive characteristics were reported and tabulated as background information. Frequency distribution, the chi square test of significance, and means were calculated using responses to queries about the service-quality items, and responses of international and American students were compared. Major findings included that there are many areas of agreement between international and American students. However, significant differences were found: 2 "need" items under instruction, 5 "need" items under academic support, and 13 "need" items under student services. Focus group interviews were also conducted. Researchers can use this additional data to develop theories about answers given; university administrators could use this information to develop programs to ameliorate perceived problems, or make changes in the quality or delivery of existing student services.