TEXAS
A&M UNIVERSITY AT GALVESTON
2006
CUSTOMER SERVICE REPORT
“Texas A&M University at Galveston (TAMUG) is a special purpose institution of higher education for undergraduate and graduate instruction in marine and maritime studies in science, engineering, and business and for research and public service related to the general field of marine resources. “ Within the context of this mission statement “service” stands out as an important end result of our university’s mission. Every educational and developmental program and classroom and laboratory experience carried out at this institution has this fundamental concept of service to students and ensuring their success at its core.
The Student Services office has been tasked with summarizing the customer service endeavors of Texas A&M University at Galveston for this two-year report. The contents of this report represent a summary of survey tools and program successes recorded by individual departments at TAMUG having a high degree of direct student contact.
Students – TAMUG’s Primary Customers
Texas A&M University at Galveston gathers information to measure quality and satisfaction for a variety of services provided to our primary customer group, our students. Information gathering methods are selected to collect useful and cost effective data.
Information Gathering Methods
The contents of this report represent a summary of the various surveys administered to TAMUG students by a variety of student-focused departments. One of the primary focal points of this report is the National Survey of Student Engagement (NSSE) that was administered by the Office of Enrollment Services. Other surveys include instruments used and initiatives taken by departments in the Divisions of Academic Affairs and Student Affairs designed to measure and improve student satisfaction with services provided by this division.
National Survey of Student Engagement (NSSE)
The National Survey of Student Engagement (NSSE) is a national survey of college students that assesses the extent to which students engage in particular educational practices associated with high levels of learning and development. Texas A&M University at Galveston administered the NSSE in 2005 to a sample of students.
The NSSE measures quality and satisfaction for activities that positively relate to student learning and development. The NSSE sets sampling methodologies, selects the sample and reports the outcomes. The NSSE also provides an opportunity for additional questions targeted to specific academic and service oriented areas.
The following table summarizes responses to a variety of questions designed to measure student perception of the institution. Questions were asked of first year and senior level students of Texas A&M University at Galveston.
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Distribution of student
responses to the extent that their institution emphasizes each of the
following |
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NSSE Item |
Variable |
Class |
Very Much |
Quite a Bit |
Some |
Very Little |
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Spending significant
amounts of time studying and on academic work |
ENVSCHOL |
FY |
32% |
42% |
22% |
4% |
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SR |
39% |
43% |
17% |
1% |
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Providing the support you
need to |
ENVSUPRT |
FY |
27% |
46% |
22% |
5% |
|
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SR |
25% |
39% |
34% |
2% |
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Encouraging contact among
students |
ENVDIVRS |
FY |
13% |
30% |
37% |
20% |
|
|
SR |
9% |
23% |
44% |
25% |
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Helping you cope with your non-academic
responsibilities (work, family, etc.) |
ENVNACAD |
FY |
2% |
25% |
39% |
35% |
|
|
SR |
8% |
13% |
35% |
44% |
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Providing the support you
need |
ENVSOCAL |
FY |
7% |
39% |
34% |
19% |
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|
SR |
10% |
21% |
44% |
25% |
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Attending campus events and
activities (special speakers, cultural performances, athletic events, etc.) |
ENVEVENT |
FY |
17% |
38% |
33% |
11% |
|
|
SR |
18% |
30% |
35% |
17% |
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Using computers in academic
work |
ENVCOMPT |
FY |
36% |
40% |
20% |
4% |
|
|
SR |
69% |
25% |
7% |
0% |
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Distribution of student
ratings of the quality of their relationships with the following groups |
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NSSE Item |
Variable |
Class |
Positive Quality |
Neutral or Negative |
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With other students |
ENVSTU |
FY |
83% |
17% |
|
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|
|
SR |
78% |
22% |
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With faculty members |
ENVFAC |
FY |
70% |
30% |
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|
SR |
83% |
17% |
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With administrative
personnel and offices |
ENVADM |
FY |
60% |
40% |
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|
SR |
60% |
40% |
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Note: Students reponded to
the items above on 7-point scales (e.g., 1 = Unfriendly, Unsupportive, Sense
of Alienation to 7 = Friendly, Supportive, Sense of Belonging). Responses of 5, 6, or 7 are coded as
positive quality and responses of 1, 2, 3, and 4 are coded as neutral or
negative. |
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Texas A&M University at Galveston |
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System
Accountability and Management Report - 2005 |
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National Survey of Student
Engagement - First Year Students |
TAMU-Galveston |
Bac-Liberal
Arts |
NSSE
National |
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Academic Challenge:
2001 |
45.7 |
57.2 |
52.9 |
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2003 |
51.0 |
57.9 |
53.9 |
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2005 |
45.9 |
57.1 |
52.6 |
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Active Collaborative Learning: 2001 |
39.3 |
44.0 |
40.9 |
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2003 |
40.4 |
44.2 |
41.8 |
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2005 |
40.2 |
44.4 |
42.4 |
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Student Faculty Interaction: 2001 |
31.0 |
39.7 |
35.1 |
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2003 |
38.6 |
42.4 |
37.2 |
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2005 |
29.2 |
36.8 |
34.0 |
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Enriching:
2001 |
44.1 |
64.0 |
55.4 |
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2003 |
54.6 |
65.7 |
57.7 |
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2005 |
24.8 |
30.7 |
27.8 |
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Supportive:
2001 |
58.5 |
64.3 |
60.2 |
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2003 |
64.8 |
65.6 |
61.8 |
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2005 |
57.0 |
64.5 |
60.1 |
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National Survey of
Student Engagement - Senior Students |
TAMU-Galveston |
Bac-Liberal
Arts |
National |
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Academic Challenge: 2001 |
54.2 |
60.5 |
56.6 |
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2003 |
55.0 |
61.1 |
57.3 |
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2005 |
53.6 |
61.1 |
56.5 |
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Active Collaborative Learning: 2001 |
54.2 |
52.1 |
49.7 |
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2003 |
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