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Hom, Willard – 2000
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…
Descriptors: College Role, Community Colleges, Educational Assessment, Educational Objectives
Pandiani, John A.; James, Brad C.; Banks, Steven M. – 1998
This paper presents results of a customer satisfaction survey of Vermont elementary and secondary public schools concerning satisfaction with mental health services during the 1996-97 school year. Analysis of completed questionnaires (N=233) are interpreted from a marketing perspective. Findings are reported for: (1) treated prevalence of…
Descriptors: Community Services, Elementary Secondary Education, Emotional Disturbances, Integrated Services
Swanson, Dewey A.; Phillips, Julie A. – 1998
At the Purdue University School of Technology (PST) at Columbus, Indiana, the Total Quality Management (TQM) philosophy was used in the computer laboratories to better meet student needs. A customer satisfaction survey was conducted to gather data on lab facilities, lab assistants, and hardware/software; other sections of the survey included…
Descriptors: Computer Centers, Computer Uses in Education, Evaluation Methods, Higher Education
Sanders, Liz; And Others – 1994
To meet accountability challenges from a customer-satisfaction perspective, an urban institution of higher education has developed an integrated approach to studying the freshman year experience in order to develop comprehensive outcomes measures for assessing freshman success. Multiple sources of data (freshman satisfaction survey data,…
Descriptors: Academic Achievement, Accountability, College Freshmen, College Outcomes Assessment
Tanguma, Jesus; Luster, Jane Nell – 2002
The school district in this study, "Special School District" (SSD), is under the administration of the Louisiana State Department of education and thus classified as a Louisiana state agency required to conform to the mandate that state agencies have performance indicators, including one for customer satisfaction. For the SSD, customer…
Descriptors: Administrators, Educational Administration, Elementary Secondary Education, Factor Analysis
Bauch, Joel R. – 1999
Many directors of college recreational programs are feeling pressure for increased accountability in the face of shrinking financial resources and increased demand for services. One method of providing that accountability and learning about the strengths and weaknesses of services offered is by assessing the level of client satisfaction. Developed…
Descriptors: College Programs, Data Collection, Data Interpretation, Higher Education
Michalski, Greg V. – 1999
A survey was conducted to investigate variation in stakeholder perceptions of training results and evaluation within the context of a high-technology product development firm (the case organization). A scannable questionnaire survey booklet was developed and scanned data were exported and analyzed. Based on an achieved sample of 280 (70% response…
Descriptors: Administrator Attitudes, Employees, Evaluation Methods, Program Evaluation
McAllister, Moyra – 2000
This paper discusses performance measurement in the Blake Dawson Waldron (BDW) law firm, a partnership with five offices in Australia, as well as a number overseas. Three levels of performance measurement are described: (1) personal level--through annual performance appraisals; (2) team level--the annual team meeting; and (3) service…
Descriptors: Corporate Libraries, Evaluation Methods, Feedback, Foreign Countries
Flambert, Richard – 1975
A food-systems consultant and designer advises school districts that want prosperous food service programs to adopt big-business methods. Successful commercial operations hire top food-service consultants and designers to get the most from their space, equipment, and labor. Commercial enterprises are concerned with efficient utilization of plant…
Descriptors: Breakfast Programs, Centralization, Consultants, Cost Effectiveness
1997
This document contains four papers from a symposium on organization development and change. "The Effectiveness of Total Quality Management: A Response to the Critics" (Douglas H. Smith, Ralph G. Lewis) identifies four effectiveness principles: customer satisfaction, continuous improvement, speaking with facts, and respect for people. "Fast Cycle…
Descriptors: Adult Education, Employee Attitudes, Human Resources, Learning Processes
Peacock, Darren – 2002
This paper explores some of the ways in which the National Museum of Australia is using Web analysis tools to shape its future directions in the delivery of online services. In particular, it explores the potential of quantitative analysis, based on Web server log data, to convert these ephemeral traces of user experience into a strategic…
Descriptors: Evaluation Methods, Foreign Countries, Information Seeking, Models
Albert, Angela R.; Pet-Armacost, Julia – 2002
This paper describes a process and an organizational structure in which Institutional Effectiveness (IE) can thrive. When such a system is implemented, continuous quality improvement can be sustained for the long term. Key concepts and philosophies found in the literature regarding continuous quality improvement and assessment in higher education…
Descriptors: Documentation, Educational Assessment, Educational Quality, Higher Education
Armel, Donald – 1997
Focusing on improvement is different than focusing on quality, quantity, customer satisfaction, and productivity. This paper discusses Open System Theory, and suggests ways to change large systems. Changing a system (meaning the way all the parts are connected) requires a considerable amount of data gathering and analysis. Choosing the proper…
Descriptors: Administrative Organization, Change, Information Theory, Management Teams
Franklin, Kathy Kramer; Shemwell, Donald W. – 1995
This study investigated student satisfaction at a comprehensive regional university using a questionnaire grounded in the disconfirmation theory of customer satisfaction. A total of 165 students enrolled in business courses were surveyed at the beginning of the semester regarding their expectations of the university, with 104 students completing…
Descriptors: College Students, Educational Quality, Evaluation Methods, Evaluation Research
Rajek, Becky; And Others – 1997
Focusing on the measurements and traits used to assess program effectiveness at Wisconsin's Northcentral Technical College (NTC), this document reviews the college's value-focused effectiveness indicators and provides data on outcomes as of 1994-95. Following NTC's mission statement, the program assessment criteria developed at the college are…
Descriptors: Access to Education, College Outcomes Assessment, College Planning, Economic Impact