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ERIC Number: ED475800
Record Type: Non-Journal
Publication Date: 2002
Pages: 239
Abstractor: N/A
Reference Count: N/A
ISBN: N/A
ISSN: N/A
Customer Satisfaction: A Comparison of Community College and Employment Security Commission Joblink Career Centers in North Carolina.
Deese, Stephanie
The Workforce Investment Act of 1998 provided states with a great amount of flexibility in the implementation of a system-wide approach to job training and workforce development. The legislation consolidated employment and training services into a one-stop system that is known as JobLink Career Centers in North Carolina. This document presents findings from a customer satisfaction survey comparing JobLink Career Centers located on selected community college campuses to customer satisfaction survey results gathered from the Employment Security Commission (ESC) JobLink Career Centers to determine if community college hosted JobLink Centers have a higher customer satisfaction rating than Centers hosted by the ESC. The report includes a review of the literature on customer satisfaction in service industries, the Workforce Investment Act of 1998, and the role of community colleges and student services in workforce development. The research design is outlined along with major findings and recommendations for further study. The author identifies six contributions of this study including the establishment of significant differences in the customer satisfaction ratings between community college JobLink Career Centers and the ESC Centers. Appended are copies of the survey instrument, Workforce Development Goals, and a list of programs by state agency. (Contains 94 references.) (RC)
Publication Type: Dissertations/Theses - Doctoral Dissertations; Tests/Questionnaires
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Laws, Policies, & Programs: Workforce Investment Act 1998