Date of Award
2002
Document Type
Practicum
Degree Name
Doctor of Education
Department
Programs for Higher Education
Advisor
Gail Johnson
Keywords
assessment, content, county, customer satisfaction, customers, deficits, design, development methodology, effectiveness, employee education, employee education program, evaluation, format, implementation, instrument development, literature review, Monroe Community College, Monroe County Department of Social Services, needs assessment, participant satisfaction, program assessment, program evaluation, recommendations, strengths, survey, validation, workforce development
Abstract
The nature of the problem was the lack of evidence that Monroe County Department of Social Services (MCDSS} Employee Education Program (EEP} was effective in terms of the usefulness of its content, design, and format. There was a need to assess the program from the customers' perspective.
This study's purpose was to develop an instrument to assess customers' satisfaction with the EEP. The instrument provided Monroe Community College (MCC} with a tool to identify deficits and strengths of the program.
The research questions were: What was the appropriate content for an instrument to assess employee education program customers' satisfaction? What were appropriate design and format components for an instrument to assess employee education customers' satisfaction?
Development methodology was used to conduct this study. The 15 procedures guiding the research are encapsulated through reviewing literature, drafting content, design, and format, establishing formative and summative committees, validating content, design, and format, validating the instrument, and submitting the instrument to the vice president/dean of Workforce Development and Technology Education with recommendations for implementation.
The resulting survey addressed the two research questions regarding appropriate content, design, and format for the instrument. This study concluded in an assessment instrument identifying deficits and strengths in the EEP from the customers' perspective. The four recommendations were to submit the final report to MCC for approval, the county administer the instrument to program participants, MCC project director administer, monitor, and analyze the report, and the MCC project director report findings to the college and the county.