Though much research is available on student persistence and attrition, few studies asked students to describe their experiences and motivational factors that influenced them to stay enrolled. This study at Ball State University helped researchers to understand these factors so that they could better work with matriculating freshmen and reduce freshmen drop-out. Qualitative research methodology resulted in data being gathered via personal interviews with students who were identified as matriculating freshmen living in the university residence halls during fall and spring of the 2004-2005 academic year. A semi-structured interview guide was created and modified. Data were collected in March, April, and May of 2005. The researcher analyzed the data by identifying thematic connections among the data according to guidelines presented by Seidman (1998).The researcher concluded that the goal of a powerful job and the recognition by parents and families motivated students to attend college and graduate. Students believed their motivations were internal, but based on their responses, the motivations were external to them. A better career and parental recognition were forms of external motivations. The factors at Ball State University that encouraged students to stay enrolled varied from individual involvement to characteristics of the institution. Programs like Orientation and Freshman Connections did not seem to have much of an impact on students' adjustment. / Department of Educational Leadership

This qualitative study was designed to investigate Millennial Family Members and their impact on higher education. The goal of this research was to richly describe the institution-student-parent relationship. Eighteen interviews were conducted with parents of first year students in order to gather descriptive data. The researcher had contact with the family members through "The Conference on Student Success."Five conclusions emerged. Millennial Family Members:1. Have a very different role in their student's higher education process than their parents did.2. Have expectations that the University guarantee safety, provide life lessons and career development.3. Communicate regularly with their students regarding all aspects of their lives including academic work, social issues, community concerns, and financial issues.4. Believe that they have a strong and essential influence on their college student.5. Interact with Student Affairs and Academic Affairs departments on behalf of their students.Implications of these findings and future directions for research were discussed. / Department of Educational Studies

This study attempted to determine if participants in admitted student programs at Ball State University matriculated and persisted at a greater rate and had more academic success than students who did not participate in admitted student programs.Students who participated in one or more admitted student programs matriculated at a greater rate (73.3%) than those who attended on-campus admissions programs (59.0%) and those who did not attend an admitted student program or an on-campus admissions program (42.7%). Matriculates who attended an admitted student program persisted into the second semester of study at a greater rate (93.9%) than those who attended no programs (77.5%), and had a higher mean grade point average in the fall semester (2.85/4.00) than those who attended no programs (2.58/4.00). / Department of Educational Leadership

The purpose of this study was to investigate the role of customer service in higher education. Student perceptions of customer service were collected and examined through a survey instrument developed for this study. Two-hundred and seven participants completed the survey resulting in a 23% return rate.Freshmen students at Ball State perceive themselves to be customers entitled to a high quality service through both service areas and academic departments of a university. Results from the survey showed that a majority of the students believe they are the most important group of people at a university. In addition, over 90% believe a university's purpose is to serve students. Students reported they have experienced courteous and personalized service in both academic departments and service areas of a university. They also stated that customer service wasequally important in both academic and service areas of a university.When describing positive and negative interactions between faculty and staff, students' responses varied greatly. About half of the respondents reported experiencing positive interactions with both faculty and staff, while the other half, experienced negative interactions with both faculty and staff. When discussing negative interactions with both faculty and staff, some of the common themes included: rudeness, being treated like a child, individuals not knowing their names, and not having time to help them. On the contrary, the common themes with positive interactions included: politeness, being treated with respect, knowing names of the students and helpfulness. / Department of Secondary, Higher, and Foundations of Education