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Acceptance of technology, quality, a...

Nwankwo, Charles.

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Acceptance of technology, quality, and customer satisfaction with information technology department in a community college: A case study .

Record Type:	Language materials, printed : Monograph/item
Title/Author:	Acceptance of technology, quality, and customer satisfaction with information technology department in a community college: A case study ./
Author:	Nwankwo, Charles.
Description:	230 p.
Notes:	Advisers: John E. Roueche, Jr.; Norvell Northcutt.
Contained By:	Dissertation Abstracts International68-10A.
Subject:	Education, Community College. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3285937
ISBN:	9780549266860

Acceptance of technology, quality, and customer satisfaction with information technology department in a community college: A case study .
Nwankwo, Charles.

Acceptance of technology, quality, and customer satisfaction with information technology department in a community college: A case study . - 230 p.

Advisers: John E. Roueche, Jr.; Norvell Northcutt.

Thesis (Ph.D.)--The University of Texas at Austin, 2007.

This study attempted to determine the level of customer satisfaction of the fulltime faculty and staff with the Information Technology department of Houston Community College (HCC), using Ziethaml et al., (1990) ten dimensions of quality service and the five dimensions of quality service identified by Bestfield et al., (1995). The study was guided by four research questions and used a mixed method approach: quantitative and qualitative research techniques. An online survey made-up of 27 Likert questions and three open-ended questions was sent to 1654 Houston Community College (HCC) employees (851 staff and 803 faculty). Three hundred and one (18.2%) respondents participated in the survey. For the qualitative piece, the top five and bottom rated questions by faculty and staff were used to conduct two focus group sessions: Focus Group One [Faculty] and Focus Group Two [Staff]. The researcher looked for similarities/dissimilarities between the faculty and staff.

ISBN: 9780549266860Subjects--Topical Terms:

1018008
Education, Community College.

Acceptance of technology, quality, and customer satisfaction with information technology department in a community college: A case study .
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035 $a (UMI)AAI3285937
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100 1 $a Nwankwo, Charles. $3 1281828
245 1 0 $a Acceptance of technology, quality, and customer satisfaction with information technology department in a community college: A case study .
300 $a 230 p.
500 $a Advisers: John E. Roueche, Jr.; Norvell Northcutt.
500 $a Source: Dissertation Abstracts International, Volume: 68-10, Section: A, page: 4178.
502 $a Thesis (Ph.D.)--The University of Texas at Austin, 2007.
520 $a This study attempted to determine the level of customer satisfaction of the fulltime faculty and staff with the Information Technology department of Houston Community College (HCC), using Ziethaml et al., (1990) ten dimensions of quality service and the five dimensions of quality service identified by Bestfield et al., (1995). The study was guided by four research questions and used a mixed method approach: quantitative and qualitative research techniques. An online survey made-up of 27 Likert questions and three open-ended questions was sent to 1654 Houston Community College (HCC) employees (851 staff and 803 faculty). Three hundred and one (18.2%) respondents participated in the survey. For the qualitative piece, the top five and bottom rated questions by faculty and staff were used to conduct two focus group sessions: Focus Group One [Faculty] and Focus Group Two [Staff]. The researcher looked for similarities/dissimilarities between the faculty and staff.
520 $a The results for faculty and staff on both the survey and focus group sessions shared some similarities and dissimilarities on their rating of the dimensions of quality service. For instance, 73.70% of the faculty and 74.90% of the staff were "truly satisfied" with dimension of Courtesy while about twice the percentage of faculty---13.15% were "truly dissatisfied" with the dimension of Access compared to 7.50% for the staff.
520 $a Findings of the study led to some conclusions and recommendations. Although the level of customer satisfaction among HCC's faculty and staff were above average, a deeper consideration of the dimensions reveals that the dimensions of quality service of Leadership, Credibility and Communication are the most dimensions that are in deed of improvements. The recommendations made were: (1) HCC IT department should use this study as a baseline of customer satisfaction with the department and the department's services for which the IT department may measure its customer satisfaction progress. (2) The HCC IT department should cultivate a strong professional development tract for its staff. This professional development should focus on the aspects of IT services that are unique to the HCC environment. (3) To add congruency and improve customer satisfaction, the various IT groups throughout HCC should be brought under the purview of the Vice Chancellor (VC) of Information Technology. (4) The IT department should improve communication within and without the department; the department should be committed to use board based communication means to improve the exchange and flow of information. (5) The IT department should create a group or team within the department that has the sole job of providing technology training and documentation to the user community---faculty and staff.
590 $a School code: 0227.
650 4 $a Education, Community College. $3 1018008
650 4 $a Education, Technology. $3 1017498
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690 $a 0710
710 2 $a The University of Texas at Austin. $b Educational Administration. $3 1035482
773 0 $t Dissertation Abstracts International $g 68-10A.
790 $a 0227
790 1 0 $a Northcutt, Norvell, $e advisor
790 1 0 $a Roueche, John E., Jr., $e advisor
791 $a Ph.D.
792 $a 2007
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3285937