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Leigh, David – 1993
This module for a 1-semester Total Quality Management (TQM) course for high school or community college students discusses the concepts of customer satisfaction, customer surveys, and quality functional deployment. The concept of customer satisfaction begins with identifying the customer. Surveys are suggested as one way that students can learn…
Descriptors: Attitudes, Business Administration, Business Education, Course Content
Pozón-López, I.; Kalinic, Zoran; Higueras-Castillo, Elena; Liébana-Cabanillas, Francisco – Interactive Learning Environments, 2020
The purpose of this study is to classify the predictors of satisfaction and intention to use in Massive Open Online Courses (MOOC). Informed by a scientific literature review, this work poses a behavioral model to explain intention to use via various constructs. To this end, the authors have carried out a study through an online survey of Spanish…
Descriptors: Online Courses, Large Group Instruction, Predictor Variables, Student Satisfaction
Peer reviewed
D'Elia, George; Rodger, Eleanor Jo – Public Libraries, 1996
Surveys conducted in 142 urban public libraries examined customer satisfaction, comparisons with other libraries, and factors affecting satisfaction. Overall, customers were satisfied with their libraries but experienced different levels of satisfaction based on convenience, availability of materials and information, and services facilitating…
Descriptors: Access to Information, Data Analysis, Decision Making, Influences
Lane, Jennie F.; Mollica, Jamie; Windjue, Sara – Middle Grades Research Journal, 2013
The Wisconsin K-12 Energy Education Program (KEEP) is a statewide education program located in the Midwest of the United States. The goal of the program is to leverage teacher education to improve and increase energy literacy in Wisconsin's K-12 schools as a means of contributing to statewide energy savings. Created in 1995, the program continues…
Descriptors: Formative Evaluation, Teacher Education Programs, Success, Program Effectiveness
Peer reviewed
Mulder, Martin – Journal of European Industrial Training, 2001
A model for evaluating customer satisfaction with training programs was tested with training purchasers. The model confirmed two types of projects: training aimed at achieving learning results and at changing job performance. The model did not fit for training intended to support organizational change. (Contains 31 references.) (SK)
Descriptors: Evaluation Methods, Instructional Effectiveness, Models, Trainees
Martin, Sabrina Budasi – 1996
This curriculum guide provides materials for a six-session, site-specific training course in customer service and team problem solving for the Claretian Medical Center. The course outline is followed the six lesson plans. Components of each lesson plan include a list of objectives, an outline of activities and discussion topics for the lesson,…
Descriptors: Adult Education, Behavioral Objectives, Conflict Resolution, Curriculum Guides
Kidd, George, Jr. – American School and University, 1977
Survey yields data on customer satisfaction with campus service departments. (Author/MLF)
Descriptors: Efficiency, Evaluation Criteria, Higher Education, Organizational Effectiveness
Backstrom, Tomas – Learning Organization, 2009
Purpose: The generation of resources is a central issue for the sustainability of companies. The purpose of this paper is to deal with two research questions: "Is decentralized generation of resources a possible way to reach sustainability in modern work life?" and "What prerequisites must be formed by organizations and managers to reach…
Descriptors: Administrative Organization, Resource Allocation, Sustainable Development, Behavior Theories
Ryan, Timothy K. – ProQuest LLC, 2010
During the period from 1978 to 2009, more than 200 commercial airlines were forced to merge, cease operations, or file for bankruptcy protection. The purpose of this quantitative study is to evaluate the global commercial airline industry from an IT-business alignment perspective and correlate the alignment maturity level of each airline with…
Descriptors: Industry, Criteria, Competence, Correlation
Fitzpatrick, Maeve; O'Connell, Janice; Murphy, Eamonn – Journal of Adult and Continuing Education, 2010
The role of work-based learning is a pivotal part of developing the learning region. With rates of employment at their highest for many years across Europe, the need for up-skilling the workforce in many areas will be essential to retain competitiveness and employability. This paper will focus on quality management up-skilling in small to…
Descriptors: Foreign Countries, Expertise, Economic Climate, Labor Force Development
Peer reviewed
Hernon, Peter; Nitecki, Danuta A.; Altman, Ellen – Journal of Academic Librarianship, 1999
Reviews the literature of library and information science to examine issues related to service quality and customer satisfaction in academic libraries. Discusses assessment, the application of a business model to higher education, a multiple constituency approach, decision areas regarding service quality, resistance to service quality, and future…
Descriptors: Academic Libraries, Business, Decision Making, Evaluation Methods
Okogbaa, Veronica – Journal of Education and Practice, 2016
Students in higher institutions are part and parcel of the system, thus their opinions should count in decision making concerning the quality of the education they are receiving. This study set out to examine from literature the place of feedback from students and its possible relevance in decision making on quality issues in higher education.…
Descriptors: Higher Education, Feedback (Response), Foreign Countries, Educational Quality
Khoo, Susie; Ha, Huong; McGregor, Sue L. T. – International Journal of Educational Management, 2017
Purpose: This paper focuses on students' perceptions of the quality of non-academic services received in higher education. While the important role played by expectations and perceptions in students' evaluations of such services has been discussed in much of the service quality literature, there is insufficient work in the private tertiary…
Descriptors: Higher Education, Educational Quality, Services, Surveys
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
Office of Student Financial Assistance (ED), Washington, DC. – 2000
This is the final report on the fiscal year of Student Financial Assistance (SFA). It reports on progress toward three objectives: (1) customer satisfaction; (2) reducing the overall cost of delivering student aid; and (3) employee satisfaction. Of the planned projects, SFA completed all but three. One was postponed, one was dropped as not cost…
Descriptors: Educational Finance, Higher Education, Paying for College, Planning