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Expectations and satisfaction among ...

Southward, Cheryl Leigh.

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Expectations and satisfaction among undergraduate students: A consumer behavior approach.

Record Type:	Electronic resources : Monograph/item
Title/Author:	Expectations and satisfaction among undergraduate students: A consumer behavior approach./
Author:	Southward, Cheryl Leigh.
Description:	115 p.
Notes:	Source: Dissertation Abstracts International, Volume: 63-05, Section: A, page: 1745.
Contained By:	Dissertation Abstracts International63-05A.
Subject:	Education, Higher. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3054146
ISBN:	0493693084

Expectations and satisfaction among undergraduate students: A consumer behavior approach.
Southward, Cheryl Leigh.

Expectations and satisfaction among undergraduate students: A consumer behavior approach. - 115 p.

Source: Dissertation Abstracts International, Volume: 63-05, Section: A, page: 1745.

Thesis (Ph.D.)--The University of Tennessee, 2002.

With the increasing popularity of the "students as customers" concept in the delivery of higher education services, colleges and universities must examine their level of customer service. Using the Student Satisfaction Inventory (SSI), this study assessed the differences in expectations, as examined by the importance scores on the SSI, satisfaction levels, and the performance gap scores of undergraduate students who have declared a major (merchandising/clothing and textiles/design), and those who have not declared a major. The difference between the importance (expectations) score and the satisfaction score is known as the performance gap score.

ISBN: 0493693084Subjects--Topical Terms:

543175
Education, Higher.

Expectations and satisfaction among undergraduate students: A consumer behavior approach.
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100 1 $a Southward, Cheryl Leigh. $3 1929616
245 1 0 $a Expectations and satisfaction among undergraduate students: A consumer behavior approach.
300 $a 115 p.
500 $a Source: Dissertation Abstracts International, Volume: 63-05, Section: A, page: 1745.
500 $a Major Professor: Ann Fairhurst.
502 $a Thesis (Ph.D.)--The University of Tennessee, 2002.
520 $a With the increasing popularity of the "students as customers" concept in the delivery of higher education services, colleges and universities must examine their level of customer service. Using the Student Satisfaction Inventory (SSI), this study assessed the differences in expectations, as examined by the importance scores on the SSI, satisfaction levels, and the performance gap scores of undergraduate students who have declared a major (merchandising/clothing and textiles/design), and those who have not declared a major. The difference between the importance (expectations) score and the satisfaction score is known as the performance gap score.
520 $a A total of 316 students from four universities in a southern state completed the SSI. Results indicated that there were significant differences in the means of the respondents' performance gap scores on the four selected scales of the SSI (i.e. academic advising, campus climate, instructional effectiveness, and recruitment and financial aid) for major, employment status, and institutional choice. However, the analysis of variance tests revealed that the variables major and employment status were only significant when interacting with another factor. There were significant interactions between the major and method of payment variables, and the employment status and the method of payment variables. Implications for higher education are discussed.
590 $a School code: 0226.
650 4 $a Education, Higher. $3 543175
650 4 $a Education, Home Economics. $3 1020169
690 $a 0745
690 $a 0278
710 2 0 $a The University of Tennessee. $3 1022026
773 0 $t Dissertation Abstracts International $g 63-05A.
790 1 0 $a Fairhurst, Ann, $e advisor
790 $a 0226
791 $a Ph.D.
792 $a 2002
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3054146