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.
Managing Service Quality – Emerald Publishing
Published: Oct 1, 2001
Keywords: Customer satisfaction; Measurement; Methodology; Service quality; TQM; Universities
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