A model for measuring customer satisfaction within an academic center of excellence
The Authors
Kathleen Dodge Kelsey, Assistant Professor, at Oklahoma State University, Stillwater, Oklahoma, USA.
Julie A. Bond, Research Assistant, at Oklahoma State University, Stillwater, Oklahoma, USA.
Abstract
Customer satisfaction has recently become a concern of academic institutions with the commercialization of scholarship. Describes a process for capturing the authentic domain of customer satisfaction within an academic center of excellence. Findings highlight 19 determinants of customer satisfaction, dissatisfaction, and effectiveness. A Likert-type survey was developed and tested. Results indicated that entrepreneurial customers were satisfied when they experienced positive relationships with the scientists they interacted with and when they received accurate and timely information to solve business-related problems. Customers were dissatisfied when their projects were not completed as promised, when scientists lacked the expertise to assist customers, and when communications failed. Gleaning customer satisfaction within an academic institution is an arduous task; however, it is necessary as the citizens who fund public educational institutions demand higher accountability.
Article Type: Research paper
Keyword(s): Customer satisfaction; TQM; Universities; Service quality; Measurement; Methodology.
Journal: Managing Service Quality
Volume: 11
Number: 5
Year: 2001
pp: 359-368
Copyright ©MCB UP Ltd
ISSN: 0960-4529
Introduction
Customer satisfaction has been an industry focus for some time as a measure of managerial strength and company profitability (Baggs and Kleiner, 1996; Ellis ...