Eastern Illinois University Fall 2012 Textbook Rental ... 2012... · The database of all students currently enrolled at Eastern Illinois University was obtained by Dr. Eric S. Davidson,

Eastern Illinois University

Fall 2012 Textbook Rental

Return Survey January 2013

Student Affairs Assessment Research Project

Witten and Compiled By:

Holly Nichols, Student Affairs Assessment Graduate Assistant

Eric Davidson, Ph.D., C.S.A.D.P., Student Affairs Assessment Coordinator

Fall 2011 Eastern Illinois University Textbook Rental Survey 2

Eastern Illinois University

Fall 2012 Textbook Rental

Return Survey January 2013

Student Affairs Assessment and Research Project

Introduction

The focus of this survey was to assess the perceptions and opinions of the students of Eastern Illinois University as

they returned their textbooks for the Fall Semester of 2012.

Topical Areas within the survey include:

Dates and times of textbook return

Convenience and Appearance of Textbook Rental Service

Textbook Rental Service Staff

Method of obtaining information about textbook return

The database of all students currently enrolled at Eastern Illinois University was obtained by Dr. Eric S. Davidson,

Student Affairs Assessment Coordinator. From that database, three thousand students were randomly selected

through a randomized generator in Microsoft Excel. The steps in how to obtain a random sample in Microsoft

Excel can be found at the following website: Minnesota Center for Survey Research. Once the sample was

obtained, three thousand emails were sent out to the selected sample of students on Friday, December 14, 2012.

Of those contacted to participate in the online survey, 345 (11.5%) initiated the survey, while 305 (10.2%)

students completed the survey.

http://www.smallbiz-enviroweb.org/SharingInformation/conferences/conf2007files/Jones_handout_RandomSamplingExcel_MN2007.pdf


Time and Date of Textbook Return

The majority of students (73.6%) stated that they had returned their books inside at the student

check out/check in counter of Textbook Rental Services during the 2012 Fall Semester. 23.7% of

students utilized the exterior book drop, 1.8% selected “Other” as a method of returning their

textbooks, and 0.9% of students mailed their books back to Textbook Rental (See chart –

“Method of Return”).

o For those who had selected “Other,” the following responses reflect the method of

return:

85.7% of students returned all of their books at the same time, 12.2% returned their books on

two separate occasions, 1.5% used three occasions, and 0.6% used four or more occasions.

The majority of students (39.6%) returned their books on Thursday, December 13th. 26.4%

returned their books on Wednesday, December 12th, and Friday, December 14th followed closely

with 19.8% of student returns. 8.1% returned their books on Tuesday, December 11th, and 4.5%

returned books on Monday, December 10th or before. The remaining 1.5% of participants

reported returning their textbooks after Friday, December 14th (See chart – “Day of Return”).

73.6%

23.7%

1.8% 0.9%

Method of Return

Student Check-out/Check-in Counter Exterior Book Drop

Other

4.5% 8.1%

26.4%

39.6%

19.8%

1.5%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

Mon, Dec. 10th or before

Tues, Dec. 11th

Wed, Dec. 12th

Thurs, Dec. 13th

Fri, Dec. 14th After Fri, Dec. 14th

Day of Return


The times of 2pm-4pm received the most book returns (27.4%). This was followed by 12pm-2pm

with 24.7% of returns. The next prevalent time period were from 10am-12pm with 18.7%. 14.2%

of participants returned their books from 4pm-6pm, and an additional 8.1% returned their books

between 6pm-8pm. The time periods that the least amount of students utilized were from 8am-

10am (4.5%) and from 8pm-8am (2.4%) (See chart – “Time of Return”).

The majority of students (72.5%) spent between 0-5 minutes from the time they entered the

Textbook Rental Service building to the time they returned their books. 21.2% spent between 6-

10 minutes to do this, and 4.8% spent 11-15 minutes at Textbook Rental Service. The two time

intervals of 16-30 minutes and 31-45 minutes received the lowest percentages of 1.2% and 0.3%

respectively (See chart – “Length of Return”).

Damaged Textbook Perceptions

3.9% of students reported having returned damaged books during the Fall 2012 semester.

Of those students who reported having returned damaged books, damaged textbook prices were

rated as unreasonable by 69.2%, rated as reasonable by 15.4%, and rated semi-reasonable by an

additional 15.4% of respondents (See chart – “Price of Damaged Books”).

4.5%

18.7%

24.7% 27.4%

14.2%

8.1% 2.4%

Time of Return

8:00am-10:00am

10:00am-12:00pm

12:00pm-2:00pm

2:00pm-4:00pm

4:00pm-6:00pm

6:00pm-8:00pm

8:00pm-8:00am

72.5%

21.2%

4.8% 1.2% 0.3%

Length of Return

0-5 minutes

6-10 minutes

11-15 minutes

16-30 minutes

31-45 minutes

15.4%

15.4%

69.2%

Price of Damaged Books

Reasonable

Semi-Reasonable

Unreasonable


Convenience and Appearance of Textbook Rental Service

60.4% of participants agreed, strongly agreed, or very strongly agreed that Textbook Rental

Service is in a convenient location. 39.6% of students disagreed, strongly disagreed, or very

strongly disagreed about the convenience of Textbook Rental Service’s location (See chart –

“Convenience of Location”).

35.3% of participants very strongly agreed with the convenience of the Textbook Rental Service’s

hours of operation. 30.1% strongly agreed with the convenience, and 27.3% agreed with it. A

total of 7.4% of participants disagreed, strongly disagreed, or very strongly disagreed with the

convenience of the TBR hours (See chart – “Convenience of Hours of Operation”).

80.6% of students agreed, strongly agreed, or very strongly agreed that parking is easily available

for dropping off and picking up textbooks. 19.4% of students disagreed, strongly disagreed, or

very strongly disagreed about the availability of parking (See chart – “Accessibility of Parking”).

88.9% of students agreed, strongly agreed, or very strongly agreed that the atmosphere and

décor of the Textbook Rental Service building are appealing. 11.1% of students disagreed,

strongly agreed, or very strongly agreed with this statement (See chart – “Appeal of TBR”).

8.3% 7.1%

24.2%

31.3%

13.8% 15.3%

0%

5%

10%

15%

20%

25%

30%

35%

Very Strongly Disagree

Strongly Disagree

Disagree Agree Strongly Agree

Very Strongly

Agree

Convenience of Location

3.1% 1.2% 3.1%

27.3% 30.1%

35.3%

0%

10%

20%

30%

40%


Strongly Disagree


Very Strongly

Agree

Convenience of Hours of Operation

3.7% 3.7%

12.0%

27.5%

21.9%

31.2%

0%

5%

10%

15%

20%

25%

30%

35%


Strongly Disagree


Very Strongly

Agree

Accessibility of Parking

2.5% 1.9% 6.8%

36.3%

24.0% 28.6%

0%

5%

10%

15%

20%

25%

30%

35%

40%


Strongly Disagree


Very Strongly

Agree

Appeal of TBR


46.7% of students very strongly agreed that the exterior book drop is convenient. 19.9% of students

strongly agreed, and 28.4% of students agreed. 1.9% of students disagreed, 0.9% of students

strongly disagreed, and 2.2% very strongly disagreed that the exterior book drop was convenient.

Textbook Rental Service Staff

94.7% of students agreed, strongly agreed, or very strongly agreed that the Textbook Rental Staff

are friendly and courteous. 5.3% of students disagreed, strongly disagreed, or very strongly

disagreed that the TBR staff are friendly and courteous (See chart – “Staff - Friendly &

Courteous”).

95.3% of students agreed, strongly agreed, or very strongly agreed that the Textbook Rental Staff

are efficient. 4.7% of students agreed, strongly disagreed, or very strongly disagreed that the

staff are efficient (See chart –“ Staff – Efficiency”).

93.7% of students agreed, strongly agreed, or very strongly agreed that the staff demonstrated

expertise and competency. 6.3% of students disagreed, strongly disagreed, or very strongly

disagreed that the staff demonstrated expertise and competency (See chart – “Staff – Expertise

and Comptency”).

94.0% of students agreed, strongly agreed, or very strongly agreed that the staff is helpful. 6.0%

of students disagreed, strongly disagreed, or very strongly agreed that the staff was helpful (See

chart – “Staff – Helpful”).

5.3%

94.7%

Staff - Friendly & Courteous

Disagree, Strongly Disagree, or Very Strongly Disagree

Agree, Strongly Agree, or Very Strongly Agree

4.7%

95.3%

Staff - Efficiency

Disagree, Strongly, Disagree, or Very Strongly Disagree


6.3%

93.7%

Staff - Expertise and Competency

Disagreed, Strongly Disagreed, or Very Strongly Disagreed

Agreed, Strongly Agreed, or Very Strongly Agreed

6.0%

94.0%

Staff - Helpful

Disagree, Strongly Disagree, or Very Strongly Disagree



Rental System

92.0% of students agreed, strongly agreed, or very strongly agreed that they would rather rent

their textbooks as opposed to purchasing them. 8.0% disagreed, strongly disagreed, or very

strongly disagreed with this issue.

95.5% of students agreed, strongly agreed, or very strongly agreed that Textbook Rental Service

saves them money when compared to having to purchase one’s own books. 4.5% of students

disagreed, strongly disagreed, or very strongly disagreed with this issue.

89.7% of students agreed, strongly agreed, or very strongly agreed that they are satisfied with

the amount of student fees they pay every semester to receive textbook rental services. 10.3%

of students disagreed, strongly disagreed, or very strongly disagreed with the issue.

92.9% of students agreed, strongly agreed, or very strongly agreed that Textbook Rental Service

is a good value for the amount of student fees they pay each semester. 7.1% of students

disagreed, strongly disagreed, or very strongly disagreed with the issue.

94.9% of students agreed, strongly agreed, or very strongly agreed that they are overall satisfied

with Textbook Rental Service. 5.1% of students disagreed, strongly disagreed, or very strongly

disagreed on the issue.

Utilizing the Website

42.7% of students use the website to find textbook pick-up/return hours.

18.2% use it to find out about the Spring 2013 textbook rental distribution.

11.8% use it to learn about late charges/fines.

9.5% use it to learn about the new self-service check-out/check-in procedures.

8.5% use it to learn about the 5 day grace period.

7.2% use it to learn about frequently asked questions.

6.2% of students use it to find parking locations.

(See chart – “Utilizing the Website”)

42.7%

18.2%

11.8% 9.5% 8.5% 7.2% 6.2%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

Utilizing the Website Find TB pick-up/return hours

Spring 2013 distribution dates/times

Late charges/fines

New check-in/check-out procedures

5-day grace period

FAQ's

Parking locations


Utilization of the DEN regarding info about TBR

14.4% of students reported that they utilize the printed ads of the DEN to find out about TBR.

7.2% of students reported that they utilize the online ads of the DEN to find out about TBR.

Method to find out about extended business hours, return policies and return deadlines

60.0% use the emails sent from Textbook Rental.

20.9% use the EIU home page.

4.5% use the Daily Eastern News.

4.0% use the flyers posted in academic buildings.

4.0% selected “Other” as the method they used.

o For those who selected “Other,” the notification methods that were listed are:

Word of mouth (8)

PAWS

WEIU 88.9

Textbook Rental website

The school planner provided when I moved in

3.7% use the flyers posted in residence halls.

1.2% use the Dining Residence Halls Televisions.

1.0% use the Channel 6 housing announcement channel.

0.8% use the recorded phone message on the Textbook Rental phone line.

53.6% of students have used PAWS to view their current textbooks, late fees, etc. that have been assigned to them.

60.0%

20.9%

4.5% 4.0% 4.0% 3.7% 1.2% 1.0% 0.8%

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0% Emails

EIU Homepage

DEN

Flyers in academic bldgs.

Other

Flyers in Res. Halls

Dining Res. Halls TV's

Channel 6

Recorded TBR phone message


Demographics

70.4% of the respondents were female, and 29.3% were male. 0.3% were transgender.

72.4% of respondents were seniors, 13.8% were graduate students, 12.5% were juniors, 1.3%

were sophomores, and zero of the respondents identified as a Freshman (See chart – “Class

Standing”).

94.7% of respondents are full-time on-campus students, 3.3% are full-time students enrolled in

the School of Continuing Education, 1.3% is part-time on-campus students, and 0.7% are part-

time students enrolled in the School of Continuing Education (See chart – “Enrollment Status”).

59.1% of respondents live off campus in Charleston, 26.7% live on campus in Residence Halls,

Greek Housing, or University Apartments, and 14.2% live off campus outside of Charleston.

96.6% of the participants identify as not being Hispanic or Latino, and the remaining 3.4% do

identify as Hispanic or Latino.

82.3% of respondents identify as White, 11.0% as Black or African-American, 3.0% as Other, 2.3%

as Asian, 1.0% as Native Hawaiian or Other Pacific Islander, and 0.3% as Native American or

Alaskan Native.

Fall 2012 Textbook Rental Return Survey

Open-Ended Questions

**If you received emails from the EIU Textbook Rental Service regarding reminders, please share with us a few comments on the value of such communications.

The emails are helpful 68

Too many emails 28

The emails were sent too early 3

0.00% 1.30%

12.50%

72.40%

13.80%

Class Standing

Freshman

Sophomore

Junior

Senior

Graduate Student 94.7%

1.3% 3.3% 0.7%

Enrollment Status

Full-time on campus

Part-time on campus

Full-time enrolled in School of Continuing Education Part-time enrolled in School of Continuing Education


**How much do you believe that the average EIU student saves per semester by renting books rather than purchasing them? Mean Perception of Student Savings was $490.00.

$ N

0 2

1-99 6

100-149 14

150-199 8

200-249 28

250-299 10

300-349 37

350-399 4

400-449 23

450-499 1

500-549 55

550-599 2

600-649 12

650-699 1

700-749 13

750-799 3

800-849 13

850-899 1

900-999 3

1000 27

1200 2

1500 1

2000 3

**Do you have any comments and or suggestions for the Eastern Illinois University Textbook Rental Service and future service?

Comment # of respondents

Great experience – Pleased with rental system

36

Better parking/Use directional signs/Separate entrance and exit

11

Allow students to opt out and purchase books instead 7

Student teachers should not have to pay fee, because they don't have textbooks

5

Damaged book fees are not properly assessed/Check damaged books closer before books are picked-up

5

Rude employees 5


Extend the drop off period to a week after finals at end of semester

5

Put the # of books still needed to be returned at the bottom of the receipt

3

Different Location 3

Longer hours at beginning and end of semester 2

Friendly and helpful staff 2

Turn down the volume on the external book drop 2

More convenient if off campus students could rent their books earlier

1

Textbook Rental Service is a scam 1

Longer hours on the Friday of finals week 1

Textbooks should be available for purchase until the last day of the semester. Also, if textbooks are being updated because of new editions, there should be book sale for students to purchase outdated books at a discounted price.

1

More external drop boxes for students to utilize 1

Make the fees cheaper based on the book's age 1

Send less emails 1

The process to purchase your books is a little roundabout and very few people know about it

1

More appealing décor 1

Have professors who distribute the books also gather up the books to return as well

1

Don't charge fees based on credit hours 1

**What is your age?

Mean Student Age was 21.8 years old.

Age N

21 88

22 172

23 42

Eastern Illinois University Fall 2012 Textbook Rental ... 2012... · The database of all students currently enrolled at Eastern Illinois University was obtained by Dr. Eric S. Davidson,

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