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ERIC Number: ED463825
Record Type: Non-Journal
Publication Date: 2000-Apr
Pages: 13
Abstractor: N/A
Reference Count: N/A
ISBN: N/A
ISSN: N/A
An Overview of Customer Satisfaction Models.
Hom, Willard
This document is a report on how California community colleges can incorporate customer satisfaction models and theories from business to better serve students. Emphasis is given to two levels of customer satisfaction: macro- and micro-models. Macro-models look at how customer satisfaction relates to other elements or priorities of community colleges. They utilize techniques like comparing standards of performance of various community college services and products, which can positively or negatively affect customer satisfaction. Micro-models look more directly at different elements of customer satisfaction. Seven micro-models are reviewed in the report: (1) expectations disconfirmation; (2) perceived performance; (3) norms; (4) multiple process; (5) attribution; (6) affective; and (7) equity. All seven models rely on feedback and communication from customers or students in the case of community colleges. The choice of model determines whether the college may be interested in establishing norms, affecting student emotions or behavior, or improving performance. The report suggests that community colleges view and measure customer satisfaction globally and specifically. The basic goal of using the models is to satisfy students and provide a high quality education. (Contains 15 references.) (MKF)
For full text: http://www.rpgroup.org.
Publication Type: Reports - Descriptive; Speeches/Meeting Papers
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A