nd wants of these students, nontraditional colleges have adopted research strategies that take into account both student expectations as well as their perception of satisfaction to assess service quality at their institutions. As one of the model adult learner focused institutions, Empire State College used Noel-Levitz Adult Learner Inventory in Fall 2002 to measure adult students' satisfaction with a wide range of college experiences. The paper investigates response data from the survey using importance-satisfaction gap analysis, factor analysis and quadrant analysis to study important dimensions of service qu