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Fisher, Michael – ProQuest LLC, 2018
Consumer evolution has led to a more technologically informed population who was more confident and demanding: consumers now expect their brands to be available wherever, whenever, and however they want them. Consumers expect brands to be always on, meeting their brand on demand expectations in their pockets on phones, on tablets, laptops, and…
Descriptors: Consumer Economics, Marketing, Automation, Technological Advancement
Portia M. Johnson – ProQuest LLC, 2023
This study examines the relationship between retention and customer satisfaction at a historically black college and university (HBCU). Using a mix-methods approach, which includes surveys, interviews, and focus groups with first year college students, we analyze the factors that contribute to student satisfaction and the extent to which…
Descriptors: Black Colleges, College Freshmen, Student Satisfaction, Academic Persistence
Eberle, John – ProQuest LLC, 2018
This study implemented an information technology service management at a university and measured the effects that implementation had on customer satisfaction scores and key performance indicators (KPI). This project used industry best practices for ITSM processes, project management, and change management to implement the system. This project also…
Descriptors: Information Technology, Program Implementation, Management Systems, Higher Education
Porter, Sherry A. – ProQuest LLC, 2016
The general problem was that, in the competitive telecommunications industry, information technology service providers have to develop ways to improve on customer satisfaction and service quality during service disruptions to meet service level agreements. A descriptive phenomenological study was used to explore the lived experiences and…
Descriptors: Telecommunications, Phenomenology, Information Technology, Administrator Attitudes
Mitchell, Robert Eugene, Jr. – ProQuest LLC, 2016
Higher education is an industry that is facing several challenges. Preparing the student/customer with the skills necessary to be successful in the workplace is a serious concern. The education industry also has to follow stricter regulations from both the Department of Education and the accrediting agencies governing the institutions (Benchley,…
Descriptors: School Holding Power, Academic Persistence, Higher Education, Total Quality Management
Farlik, John T. – ProQuest LLC, 2016
Project success has multiple definitions in the scholarly literature. Research has shown that some scholars and practitioners define project success as the completion of a project within schedule and within budget. Others consider a successful project as one in which the customer is satisfied with the product. This quantitative study was conducted…
Descriptors: Computer Software, Success, Interpersonal Communication, Statistical Analysis
Liu, Tung-Hsuan – ProQuest LLC, 2012
In the early years of online retailing, having an online presence and low prices were believed to be key drivers of success. More recently, electronic service quality has become essential as an online marketing strategy. Online stores provide higher service quality to create online customer loyalty, improve customer satisfaction, and keep a…
Descriptors: Online Systems, Purchasing, Intention, Retailing
Rivera, Debora – ProQuest LLC, 2019
The purpose of this study was to explore the student experience, in a One Stop Center at a public comprehensive community college located in the Mid-Atlantic region. This study utilized an explanatory sequential mixed methods analysis to assess the perceived impact of the centralization of functions on student satisfaction. Using expectation…
Descriptors: Student Satisfaction, Public Colleges, Community Colleges, Student Needs
Shaheen, Amer N. – ProQuest LLC, 2011
This research investigated Electronic Service Quality (E-SQ) features that contribute to customer satisfaction in an online environment. The aim was to develop an approach which improves E-CRM processes and enhances online customer satisfaction. The research design adopted mixed methods involving qualitative and quantitative methods to…
Descriptors: Internet, Design, Web Sites, Business
Plumer, David R. – ProQuest LLC, 2010
Information Technology (IT) products have a high rate of failure. Only 25% of IT projects were completed within budget and schedule, and 15% of completed projects were not operational. Researchers have not investigated the success of project management systems from the perspective of customer satisfaction. In this quantitative study, levels of…
Descriptors: Information Systems, Public Agencies, Government Employees, Information Technology
Deonna S. Maxfield – ProQuest LLC, 2023
The purpose of this quantitative correlational study was to examine the relationship between managers' emotional intelligence (EI), managers' transformational leadership style, and employee job satisfaction in customer service organizations in the Central Southwest. Participants were selected because of their experience in the field of customer…
Descriptors: Services, Commercialization, Business, Emotional Intelligence
Picazo-Vela, Sergio – ProQuest LLC, 2010
During the last decade online retail sales have been growing constantly. This growth has been possible due to different factors like online reviews. Online reviews have been proven successful in predicting different variables like trust and sales in online settings; however, the impact of online reviews on other variables like customer…
Descriptors: Satisfaction, Expectation, Retailing, Internet
Maxey, Susan W. – ProQuest LLC, 2014
This capstone examined the differences in support services provided for undergraduate versus graduate students. From the research, a centralized advising system was designed and implemented for graduate students at a public state supported university in Kentucky to help students be more satisfied with their graduate school experience and increase…
Descriptors: Graduate Students, Student Personnel Services, Academic Advising, Program Implementation
Chae, Ho-Chang – ProQuest LLC, 2009
This study empirically examines the impact of IT capability on firms' performance and evaluates whether firms' IT capabilities play a role in improving employee capability, customer value, customer satisfaction, and ultimately business performance. The results were based on comparing the business performance of the IT leader companies with that of…
Descriptors: Program Effectiveness, Information Technology, Business, Competence
Lyons, Rebecca – ProQuest LLC, 2016
In the United States today organizational leaders are concerned with skills gaps, or the limited availability of qualified workers to fill open positions. The reason for their concern is the impact of skills gaps on organizational performance in a number of areas including productivity, customer satisfaction, profitability, and the ability to…
Descriptors: Labor Force Development, Organizational Effectiveness, Job Performance, Structural Equation Models