A model for measuring customer satisfaction within an academic center of excellence

A model for measuring customer satisfaction within an academic center of excellence 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

A model for measuring customer satisfaction within an academic center of excellence

Managing Service Quality, Volume 11 (5): 10 – Oct 1, 2001

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Publisher
Emerald Publishing
Copyright
Copyright © 2001 MCB UP Ltd. All rights reserved.
ISSN
0960-4529
DOI
10.1108/09604520110404086
Publisher site
See Article on Publisher Site

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.

Journal

Managing Service QualityEmerald Publishing

Published: Oct 1, 2001

Keywords: Customer satisfaction; Measurement; Methodology; Service quality; TQM; Universities

References

  • How to measure customer service effectively
    Baggs, S.C.; Kleiner, B.H.
  • TQM impact on quality conformance and customer satisfaction: a causal model
    Forza, C.; Filippini, R.
  • Improving the measurement of customer satisfaction: a test of three methods to reduce halo
    Wirtz, J.

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