At a midwestern university, 1,805 undergraduate students completed a student satisfaction survey that used Likert-type scales and provided, for each item, an importance score for college experiences, a satisfaction score, and a performance gap score determined by subtracting the performance score from the satisfaction score for each individual item. The survey offered greater diagnostic value than alternative surveys that ask for simple "yes" or "no" responses. Stepwise regression analysis revealed that most strongly related to student satisfaction with university performance were excellence of instruction in major, ability to get desired classes, knowledgeable adviser, knowledgeable faculty, overall quality of instruction, perception that tuition paid was a worthwhile investment, approachable adviser, safe and secure campus, clear and reasonable requirements for major, availability of adviser, adequate computer labs, fair and unbiased faculty, and access to information. (15 ref)-

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Student life is seemingly a web of interrelated activities and experiences. This article examines which aspects of a student's educational experience are more important in influencing student satisfaction. The findings suggest that "student centeredness" and "instructional effectiveness" are key determinants of how satisfied a student is with his/her overall educational experience. Implications are included that should help universities enhance student satisfaction and student retention.

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Retailers are increasingly utilizing self-service technology (SST) in the delivery of services to their consumers. This study confirms prior findings that the SST attributes of perceived usefulness, ease of use, reliability, and fun all have a direct influence on consumers' attitude toward using SST to complete retail transactions. This study also expands earlier research by investigating the impact technology readiness (TR) has on consumers' perceived reliability and perceived fun of using SST. Implications are provided to help retailers manage consumers' perceptions and expectations related to using SST to complete retail transactions, as well as strategies to enhance consumer technology competence.