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Abstract

The purpose of this study was to discover students' perceptions of their experiences with the Office of Student Financial Aid at a Midwestern institution. Survey data revealed that, overall, most students agreed or strongly agreed that they were adequately informed about financial aid; that understanding various aspects of financial aid was important,· and that they received clear guidance to help resolve their problems or answer their questions by staff who served them in a timely, efficient, effective, and courteous manner. Recommendations suggested by this study include continued efforts to educate students and their families about financial aid, additional administrative staff, and customer service training for peer counselors and staff.

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