SURVEY RESULTS OF STUDENT SERVICES AND LEARNING RESOURCES: ALEXANDRIA CAMPUS

SURVEY RESULTS OF STUDENT SERVICES AND LEARNING RESOURCES: ALEXANDRIA CAMPUS Research Report No. 46-06 Office of Institutional Research, Planning, and Assessment Northern Virginia Community College (NOVA) November 2006

NORTHERN VIRGINIA COMMUNITY COLLEGE OFFICE OF INSTITUTIONAL RESEARCH, PLANNING, AND ASSESSMENT The purpose of the Office of Institutional Research, Planning, and Assessment is to conduct analytical studies and provide information in support of institutional planning, policy formulation and decision making. In addition, the office provides leadership and support in research related activities to members of the NOVA community engaged in planning and evaluating the institution s success in accomplishing its mission. ASSOCIATE VICE PRESIDENT FOR INSTITUTIONAL RESEARCH, PLANNING, AND ASSESSMENT Dr. George E. Gabriel STAFF MEMBERS Margret Chang Johan Dennett Anita Dubey Melanie Jenkins Linda Jones Marie-Teresa Rangel 4001 Wakefield Chapel Road Alexandria, VA 22003-3796 (703) 323-3129 www.nvcc.edu/oir

SURVEY RESULTS OF STUDENT SERVICES AND LEARNING RESOURCES: ALEXANDRIA CAMPUS Table of Contents Page Introduction...1 Student Services Survey Student Information...2 NOVA s Service Delivery...5 Satisfaction with Student Services...13 Learning Resource Services Library Services Survey...17 Open Computer Labs Survey...22 Testing Center Survey...26 Appendix...31 i

SURVEY RESULTS OF STUDENT SERVICES AND LEARNING RESOURCES: ALEXANDRIA CAMPUS Introduction This report presents the results of the Student Services and the Learning Resource Services Surveys. These surveys were conducted on all six campuses during the Spring 2006 semester. The Student Services Survey and Library Resource Services Survey provided students with an opportunity to anonymously share information about the services they received as NOVA students. The Student Services Survey sought information from students about the services provided by the financial aid, counseling, and admissions offices. The Learning Resource Services Survey sought information from students about the services they had access to from the library, open computer lab, and testing center. The results for each question on each survey are presented. For each question, the response, number of respondents, and the corresponding percentage are presented. A separate report has been prepared for each campus: Alexandria (Report No. 46-06), Annandale (Report No. 45-06), Loudoun (Report No. 47-06), Manassas (Report No. 49-06), Medical Education (Report No. 50-06), and Woodbridge (Report No. 51-06). The results of these surveys may be of use in assessing NOVA s service delivery and when necessary making the appropriate adjustments to ensure quality service delivery from all departments. 1

Student Services Survey Alexandria Campus 1 Student Information 1. Indicate the campus where you take the most classes. Campus Number Percent Alexandria 153 100% 2. How many courses (including the current) have you taken at NOVA? Less than 3 19 12.42% 3 to 5 50 32.68% 6 to 10 35 22.88% More than 10 49 32.03% 3. Do you already have a college degree? Yes 35 22.88% No 117 76.47% No Response 1 0.65% a. If you answered yes, what level is your highest degree? Associate 12 7.84% Bachelors 21 13.73% Masters 2 1.31% Specialist 2 1.31% First Professional 1 0.65% No Response 115 75.16% 1 Note: For all tables in this report, due to rounding numbers may not add to total. 2

4. Are you currently seeking a degree at NOVA? Yes 100 65.36% No 26 16.99% Undecided 26 16.99% No Response 1 0.65% 5. Do you intend to transfer NOVA credits to a bachelor s degree granting institution? Yes 127 83.01% No 22 14.38% No Response 4 2.61% 6. Are you an American citizen/permanent resident (PR) or an international student? American citizen/pr 128 83.66% International 24 15.69% No Response 1 0.65% 3

7. If you are an international student, what is your home country? 8. What is your age range? Afghanistan 1 0.65% Bolivia 1 0.65% Brazil 1 0.65% Bulgaria 1 0.65% El Salvador 1 0.65% Ethiopia 1 0.65% France 1 0.65% Ghana 1 0.65% Japan 1 0.65% Kenya 1 0.65% Kirgyzstan 1 0.65% Lebana 1 0.65% Peru 3 1.96% Russia 2 1.31% Taiwan 1 0.65% UAE 1 0.65% Venezuela 2 1.31% No Response 132 86.27% <18 1 0.65% 18-24 82 53.59% 25-35 51 33.33% 36-55 18 11.76% 56+ 1 0.65% 4

Student Services Survey Alexandria Campus NOVA s Service Delivery 1. How easy or difficult was it to apply for admission? Difficult 6 3.92% Not Easy 10 6.54% Fairly Easy 66 43.14% Very Easy 68 44.44% Does Not Apply 1 0.65% No Response 2 1.31% 2. How easy or difficult was it to apply for in-state tuition? Difficult 13 8.50% Not Easy 13 8.50% Fairly Easy 41 26.80% Very Easy 58 37.91% Does Not Apply 26 16.99% No Response 2 1.31% 3. How easy or difficult was it to change classes (add/drop/swap)? Difficult 5 3.27% Not Easy 10 6.54% Fairly Easy 46 30.07% Very Easy 72 47.06% Does Not Apply 18 11.76% No Response 2 1.31% 5

4. How easy or difficult was it to request an official transcript? Difficult 8 5.23% Not Easy 13 8.50% Fairly Easy 37 24.18% Very Easy 22 14.38% Does Not Apply 71 46.41% No Response 2 1.31% 5. How easy or difficult was it to obtain an evaluation of courses transferred to NOVA? Difficult 9 5.88% Not Easy 11 7.19% Fairly Easy 39 25.49% Very Easy 10 6.54% Does Not Apply 82 53.59% No Response 2 1.31% 6. How easy or difficult was it to request a verification of enrollment? Difficult 5 3.27% Not Easy 9 5.88% Fairly Easy 43 28.10% Very Easy 32 20.92% Does Not Apply 64 41.83% No Response 0 0% 6

7. How easy or difficult was it to inquire about veteran educational benefits? Difficult 3 1.96% Not Easy 7 4.58% Fairly Easy 12 7.84% Very Easy 4 2.61% Does Not Apply 120 78.43% No Response 7 4.58% 8. How easy or difficult was it to inquire about financial aid? Difficult 20 13.07% Not Easy 15 9.80% Fairly Easy 35 22.88% Very Easy 13 8.50% Does Not Apply 69 45.10% No Response 1 0.65% 9. How easy or difficult was it to apply for financial aid? Difficult 16 10.46% Not Easy 11 7.19% Fairly Easy 28 18.30% Very Easy 21 13.73% Does Not Apply 74 48.37% No Response 3 1.96% 7

10. How easy or difficult was it to receive advice pertaining to F-1 student visa issues? Difficult 6 3.92% Not Easy 5 3.27% Fairly Easy 12 7.84% Very Easy 6 3.92% Does Not Apply 114 74.51% No Response 10 6.54% 11. How easy or difficult was it to meet with a student services staff member? (counselor or student services specialist) Difficult 18 11.76% Not Easy 20 13.07% Fairly Easy 53 34.64% Very Easy 34 22.22% Does Not Apply 24 15.69% No Response 4 2.61% 12. How easy or difficult was it to meet with your faculty advisor? Difficult 19 12.42% Not Easy 27 17.65% Fairly Easy 40 26.14% Very Easy 20 13.07% Does Not Apply 46 30.07% No Response 1 0.65% 13. How easy or difficult was it to obtain transfer information? Difficult 16 10.46% Not Easy 14 9.15% Fairly Easy 42 27.45% Very Easy 18 11.76% Does Not Apply 62 40.52% No Response 1 0.65% 8

14. How easy or difficult was it to obtain career counseling? Difficult 21 13.73% Not Easy 24 15.69% Fairly Easy 32 20.92% Very Easy 15 9.80% Does Not Apply 60 39.22% No Response 1 0.65% 15. How easy or difficult was it to receive personal counseling? Difficult 19 12.42% Not Easy 22 14.38% Fairly Easy 39 25.49% Very Easy 21 13.73% Does Not Apply 49 32.03% No Response 3 1.96% 16. How easy or difficult was it to receive disability counseling? Difficult 3 1.96% Not Easy 3 1.96% Fairly Easy 13 8.50% Very Easy 2 1.31% Does Not Apply 126 82.35% No Response 6 3.92% 17. How easy or difficult was it to receive tutoring? Difficult 8 5.23% Not Easy 10 6.54% Fairly Easy 31 20.26% Very Easy 17 11.11% Does Not Apply 85 55.56% No Response 2 1.31% 9

18. How easy or difficult was it to join a student club? Difficult 7 4.58% Not Easy 8 5.23% Fairly Easy 17 11.11% Very Easy 10 6.54% Does Not Apply 106 69.28% No Response 5 3.27% 19. How easy or difficult was it to participate in student government? Difficult 7 4.58% Not Easy 7 4.58% Fairly Easy 11 7.19% Very Easy 1 0.65% Does Not Apply 123 80.39% No Response 4 2.61% 20. How easy or difficult was it to make an appointment with the Dean of Students? Difficult 10 6.54% Not Easy 5 3.27% Fairly Easy 23 15.03% Very Easy 4 2.61% Does Not Apply 106 69.28% No Response 5 3.27% 10

For the following 11 questions, responses were required only when applicable. 1. Did you apply for admissions via? Web 93 60.78% Paper 56 36.60% No Response 4 2.61% 2. Were you granted in-state tuition? Yes 114 74.51% No 38 24.84% No Response 1 0.65% 3. How did you request your official transcript? Web 64 41.83% Paper 47 30.72% No Response 42 27.45% 4. Did you receive veteran educational benefits? Yes 8 5.23% No 126 82.35% No Response 19 12.42% 5. How did you apply for financial aid? Web 70 45.75% Paper 28 18.30% No Response 55 35.95% 11

6. Did you receive financial aid? Yes 50 32.68% No 80 52.29% No Response 23 15.03% 7. Did the amount of aid cover the cost of your tuition? Yes 38 24.84% No 53 34.64% No Response 62 40.52% 8. Was the service provided to you by a counseling or student services specialist helpful? Yes 89 58.17% No 41 26.80% No Response 23 15.03% 9. Was the service provided to you by your faculty advisor helpful? Yes 86 56.21% No 34 22.22% No Response 33 21.57% 10. Have you reported and documented a disability at NOVA? Yes 7 4.58% No 127 83.01% No Response 19 12.42% 11. Was the service provided to you by the Dean of Students helpful? Yes 36 23.53% No 49 32.03% No Response 68 44.44% 12

1. General counseling Student Services Survey Alexandria Campus Please Rate the Satisfaction with Student Services: Poor 10 6.54% Fair 50 32.68% Very Good 36 23.53% Excellent 24 15.69% Does not apply 33 21.57% No Response 0 0% 2. Academic counseling Poor 14 9.15% Fair 46 30.07% Very Good 43 28.10% Excellent 25 16.34% Does not apply 24 15.69% No Response 1 0.65% 3. Personal counseling Poor 15 9.80% Fair 29 18.95% Very Good 32 20.92% Excellent 16 10.46% Does not apply 58 37.91% No Response 3 1.96% 13

4. Career counseling Poor 24 15.69% Fair 35 22.88% Very Good 28 18.30% Excellent 13 8.50% Does not apply 50 32.68% No Response 3 1.96% 5. Dean of Students Poor 11 7.19% Fair 16 10.46% Very Good 18 11.76% Excellent 5 3.27% Does not apply 95 62.09% No Response 8 5.23% 6. Veterans educational support Poor 3 1.96% Fair 9 5.88% Very Good 8 5.23% Excellent 5 3.27% Does not apply 117 76.47% No Response 11 7.19% 14

7. Financial aid services Poor 15 9.80% Fair 26 16.99% Very Good 17 11.11% Excellent 19 12.42% Does not apply 70 45.75% No Response 6 3.92% 8. International student services Poor 13 8.50% Fair 10 6.54% Very Good 10 6.54% Excellent 3 1.96% Does not apply 106 69.28% No Response 11 7.19% 9. Student activities / Campus events Poor 15 9.80% Fair 26 16.99% Very Good 20 13.07% Excellent 9 5.88% Does not apply 77 50.33% No Response 6 3.92% 10. Student Development instruction Poor 12 7.84% Fair 28 18.30% Very Good 22 14.38% Excellent 5 3.27% Does not apply 81 52.94% No Response 5 3.27% 15

11. Perception of overall student services at NOVA Poor 7 4.58% Fair 40 26.14% Very Good 51 33.33% Excellent 16 10.46% Does not apply 38 24.84% No Response 1 0.65% 16

Learning Resources Services Alexandria Campus Library Services Survey 1. At which campus did you mostly receive library services? Campus Number Percent Alexandria 71 100% 2. How often do you access NVCC online library resources from off-campus locations? Often 34 47.89% Occasionally 30 42.25% Never 7 9.86% 3. Which of the following activities do you do in the campus library? a. Do Research Yes 62 87.32% No 9 12.68% b. Use Reserve Materials Yes 25 35.21% No 46 64.79% c. Study Yes 61 85.92% No 10 14.08% d. Check Email Yes 46 64.79% No 25 35.21% 17

3. Which of the following activities do you do in the campus library? (cont d) e. View ELI Tapes Yes 9 12.68% No 62 87.32% f. Leisure Reading Yes 24 33.80% No 47 66.20% g. Use NovaConnect Yes 46 64.79% No 25 35.21% h. Photocopying Yes 32 45.07% No 39 54.93% i. Surf the Web Yes 37 52.11% No 34 47.89% j. Library Instruction with my Class Yes 20 28.17% No 51 71.83% k. Use Microsoft Office (Word, Excel, etc.) Yes 35 49.30% No 36 50.70% 18

4. Please rate the quality of library services you have received. 2 a. Library Instruction with a Class Excellent/Good 46 64.79% Average 12 16.90% Poor 1 1.41% No Basis to Judge 11 15.49% No Response 1 1.41% b. Individual Help from a Librarian Excellent/Good 53 74.65% Average 14 19.72% Poor 1 1.41% No Basis to Judge 3 4.23% No Response 0 0% c. Study and Learning Environment Excellent/Good 44 61.97% Average 23 32.39% Poor 3 4.23% No Basis to Judge 0 0% No Response 1 1.41% d. Borrowing and Lending Services Excellent/Good 53 74.65% Average 11 15.49% Poor 0 0% No Basis to Judge 7 9.86% No Response 0 0% e. Course Reserve Services Excellent/Good 39 54.93% Average 17 23.94% Poor 0 0% No Basis to Judge 13 18.31% No Response 2 2.82% 2 Response categories appear exactly as they do on the Library Services Survey. 19

4. Please rate the quality of library services you have received. (cont d) f. Library Collection Excellent/Good 31 43.66% Average 31 43.66% Poor 6 8.45% No Basis to Judge 3 4.23% No Response 0 0% g. Online Library Catalog and Databases Excellent/Good 46 64.79% Average 19 26.76% Poor 1 1.41% No Basis to Judge 3 4.23% No Response 2 2.82% h. Computers/Printing/Photocopying Excellent/Good 34 47.89% Average 28 39.44% Poor 5 7.04% No Basis to Judge 1 1.41% No Response 3 4.23% i. Space for Group Projects Excellent/Good 21 29.58% Average 26 36.62% Poor 14 19.72% No Basis to Judge 9 12.68% No Response 1 1.41% 20

5. When you seek assistance, are you helped by the library staff in a: a. Professional and Courteous Manner Yes 66 92.96% No 2 2.82% No Response 3 4.23% b. Timely Manner Yes 60 84.51% No 7 9.86% No Response 4 5.63% 6. Did you find the materials or receive the help you were looking for today? Yes 62 87.32% No 2 2.82% No Response 7 9.86% 7. Does the library provide the academic support you need to complete your course assignments? Yes 58 81.69% No 5 7.04% No Response 8 11.27% 21

Learning Resources Services Alexandria Campus Open Computer Labs Survey 1. At which campus did you mostly receive Open Computer Lab Services? Campus Number Percent Alexandria 285 100% 2. What day(s) of the week do you utilize the Open Computer Lab most? a. Monday Yes 194 68.07% No 91 31.93% b. Tuesday Yes 193 67.72% No 92 32.28% c. Wednesday Yes 194 68.07% No 91 31.93% d. Thursday Yes 166 58.25% No 119 41.75% e. Friday Yes 95 33.33% No 190 66.67% 22

2. What day(s) of the week do you utilize the Open Computer Lab most? (cont d) f. Saturday Yes 50 17.54% No 235 82.46% g. Sunday Yes 2 0.70% No 283 99.30% 3. What time of day do you typically use the Open Computer Lab? Morning 128 44.91% Afternoon 119 41.75% Evening 25 8.77% No Response 13 4.56% 4. Please rate the quality of services received. a. Log-in Procedures Excellent 239 83.86% Average 39 13.68% Below Average 3 1.05% No Basis to Judge 4 1.40% No Response 0 0% b. Adequate Number of Workstations Excellent 220 77.19% Average 57 20.00% Below Average 7 2.46% No Basis to Judge 1 0.35% No Response 0 0% 23

4. Please rate the quality of services received. (cont d) c. Software Needed was Available Excellent 238 83.51% Average 37 12.98% Below Average 6 2.11% No Basis to Judge 3 1.05% No Response 1 0.35% d. Adequate Equipment Available (printer, headphone) Excellent 225 78.95% Average 44 15.44% Below Average 11 3.86% No Basis to Judge 4 1.40% No Response 1 0.35% e. Print Cards are Easy to Use Excellent 204 71.58% Average 75 26.32% Below Average 2 0.70% No Basis to Judge 3 1.05% No Response 1 0.35% f. Open Lab Environment Excellent 237 83.16% Average 40 14.04% Below Average 4 1.40% No Basis to Judge 1 0.35% No Response 3 1.05% g. Hours of Operation Excellent 228 80.00% Average 51 17.89% Below Average 2 0.70% No Basis to Judge 3 1.05% No Response 1 0.35% 24

4. Please rate the quality of services received. (Cont d) h. Advertising of Hours/Services Excellent 209 73.33% Average 58 20.35% Below Average 7 2.46% No Basis to Judge 10 3.51% No Response 1 0.35% i. Overall Quality of the Services Excellent 237 83.16% Average 43 15.09% Below Average 2 0.70% No Basis to Judge 2 0.70% No Response 1 0.35% 5. If you sought assistance, were you served in a timely manner? Yes 281 98.60% No 1 0.35% No Response 3 1.05% 6. Were you treated in a courteous and polite manner by the Open Computer Lab staff? Yes 277 97.19% No 6 2.11% No Response 2 0.70% 25

Learning Resources Services Alexandria Campus Testing Center Survey 1. At which campus did you mostly receive Testing Center Services? Campus Number Percent Alexandria 258 100% 2. Why do you use the Testing Center? a. ELI Test Yes 126 48.84% No 132 51.16% b. Math/English Placement Yes 59 22.87% No 199 77.13% c. ESL Placement Yes 30 11.63% No 228 88.37% d. Math Class Exam Yes 21 8.14% No 237 91.86% e. Competency Testing Yes 9 3.49% No 249 96.51% 26

2. Why do you use the Testing Center? (cont d) f. Instructor Referred Make-up Exam Yes 67 25.97% No 191 74.03% g. Other Yes 24 9.30% No 234 90.70% 3. What time of day do you typically use the Testing Center? a. Morning Yes 83 32.17% No 175 67.83% b. Afternoon Yes 139 53.88% No 119 46.12% c. Evening Yes 90 34.88% No 168 65.12% 4. What day(s) of the week do you utilize the Testing Center most? 3 a. Monday Yes 114 44.19% No 144 55.81% 3 The Testing Center at the Alexandria Campus is open Monday through Saturday and closed on Sundays. 27

4. What day(s) of the week do you utilize the Testing Center most? (cont d) b. Tuesday Yes 86 33.33% No 172 66.67% c. Wednesday Yes 106 41.09% No 152 58.91% d. Thursday Yes 98 37.98% No 160 62.02% e. Friday Yes 73 28.29% No 185 71.71% f. Saturday Yes 49 18.99% No 209 81.01% 5. How many times a semester do you use the Testing Center? 1 to 2 108 41.86% 3 to 5 92 35.66% 6 or more 52 20.16% No Response 6 2.33% 28

6. Please rate the quality of services received in the Testing Center. a. Testing Environment Excellent 185 71.71% Good 60 23.26% Average 8 3.10% Below Average 1 0.39% No Basis to Judge 2 0.78% No Response 2 0.78% b. Hours of Operation Excellent 151 58.53% Good 74 28.68% Average 20 7.75% Below Average 7 2.71% No Basis to Judge 3 1.16% No Response 3 1.16% c. Web-based Information Excellent 127 49.22% Good 74 28.68% Average 16 6.20% Below Average 0 0% No Basis to Judge 29 11.24% No Response 12 4.65% d. Helpfulness of Staff Excellent 194 75.19% Good 44 17.05% Average 12 4.65% Below Average 2 0.78% No Basis to Judge 3 1.16% No Response 3 1.16% 29

6. Please rate the quality of services received in the Testing Center. (cont d) e. Overall Quality of Service Excellent 179 69.38% Good 60 23.26% Average 13 5.04% Below Average 0 0% No Basis to Judge 2 0.78% No Response 4 1.55% 30

Appendix

NOVA Mission and Strategic Goals: 2005 2015 Mission The mission of Northern Virginia Community College is to respond to the educational needs of its dynamic and diverse constituencies through an array of comprehensive programs and services that facilitate learning and workforce development in an environment of open access and lifelong educational opportunities. Strategic Goals I. STUDENT SUCCESS - Northern Virginia Community College will move into the top tier of community colleges with respect to the retention, graduation, transfer, and career placement of its students. II. III. IV. ACCESS Northern Virginia Community College will increase the number and diversity of students being served to mirror the population growth of the region. TEACHING AND LEARNING Northern Virginia Community College will focus on student success by creating an environment of world-class teaching and learning. EXCELLENCE Northern Virginia Community College will develop ten focal points of excellence in its educational programs and services that will be benchmarked to being the best in the nation and strategic to building the college's overall reputation for quality. V. LEADERSHIP Northern Virginia Community College will serve as a catalyst and a leader in developing educational and economic opportunities for all Northern Virginians and in maintaining the quality of life and economic competitiveness of the region. VI. VII. PARTNERSHIPS Northern Virginia Community College will develop strategic partnerships to create gateways of opportunity and an integrated educational system for Northern Virginians who are pursuing the American Dream. RESOURCES Northern Virginia Community College will increase its annual funding by $100 million and expand its physical facilities by one million square feet in new construction. This includes the establishment of two additional campuses in Western Fairfax and Loudoun Counties, as well as additional education and training facilities in or near established population centers.