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Morris-Baldwin, Darline – 1998
This study traces the development of a student environment model (SEM) at Texas State Technical College (Waco) that is used to assess students' perceptions of their college environment outside the formal classroom, provides baseline data for comparative analyses, establishes goals for student support services, measures program and process…
Descriptors: College Environment, College Students, Higher Education, Institutional Characteristics
Peer reviewed
Cover, Martha; And Others – Technical Communication: Journal of the Society for Technical Communication, 1995
Suggests that investing more presales dollars in timely, accurate, and complete documentation may significantly reduce the total cost of customer support. Shows how judiciously increasing investment costs significantly reduced the avoidable costs of supporting customers of a computer software documentation product, and reduced the total costs to a…
Descriptors: Case Studies, Communication Research, Computer Software, Cost Effectiveness
Owen, Jane; Davies, Peter – 2003
A 2002 staff satisfaction survey was administered to 100 sixth form colleges, general further education colleges, and beacon and specialist colleges in England. A questionnaire containing 38 positive statements concerning 6 broad areas one's own role; the staff of the college; style of senior management; communication; customers, including…
Descriptors: College Faculty, College Programs, Educational Attitudes, Educational Environment
Peer reviewed
Wiley, Ann L. – Technical Communication: Journal of the Society for Technical Communication, 1993
Describes Quality Function Deployment (QFD), a systematic method for assessing customer requirements and integrating them into the design and production of any product. Applies QFD to the writing of computer manuals. (SR)
Descriptors: Methods, Technical Writing, User Needs (Information), User Satisfaction (Information)
Peer reviewed
Wehmeyer, Susan; And Others – Journal of Academic Librarianship, 1996
Contends that the corporate literature on customer service is significantly applicable to academic libraries, and chronicles the development, implementation, and evaluation of a customer pledge at the Wright State University Libraries in Dayton, Ohio. The text of the fall 1995 version of the service pledge is appended. (BEW)
Descriptors: Academic Libraries, Higher Education, Improvement Programs, Library Policy
Walzer, Norman; Stott, Karen; Sutton, Lori – 2000
Public libraries are an important asset in virtually any size community, but especially in small towns where many social institutions are in decline or have left. Libraries increase the quality of life, help attract new residents, and support the quality of life that is essential to attracting businesses. Results from surveys of library users,…
Descriptors: Attitudes, City Officials, Futures (of Society), Library Administrators
Wild, Nancy – 2000
The Annual Student Satisfaction Survey at Oregon's Rogue Community College (RCC) allows the school to measure achievement in services, classes, and facilities. Three hundred and eleven students responded to this winter 2000 survey. Findings include: (1) seventeen percent of all respondents at the Redwood and Riverside campuses were very satisfied…
Descriptors: College Role, Community Colleges, Educational Assessment, Participant Satisfaction
Davies, Peter; Owen, Jane – 2001
Levels of staff satisfaction across the United Kingdom's post-16 sector were examined by distributing a questionnaire at more than 80 further education colleges. The questionnaire elicited 9,515 responses. Study participants rated 38 statements on a 4-point scale. The questions focused on the following areas: (1) faculty members' perceptions of…
Descriptors: College Faculty, College Programs, Educational Attitudes, Educational Environment
Howard Community Coll., Columbia, MD. Office of Planning and Evaluation. – 2003
This document is the results of the 2002 employee survey (Quality Evaluation of Service Trends) for all Howard Community College Employees. The response rate was 64%. Ratings for various topics and services were made on a five-point scale ranging from poor to excellent. Employees were also given an "unfamiliar with" category, which did…
Descriptors: Administrator Attitudes, Community Colleges, Employee Attitudes, Employees
Ambrose, Maureen; Hess, Ronald L.; Ganesan, Shankar – Organizational Behavior and Human Decision Processes, 2007
Research in organizational justice has always been interested in the relationship between justice and attitudes. This research often examines how different types of justice affect different attitudes, with distributive justice predicted to affect attitudes about specific events (e.g., performance evaluation) and procedural justice predicted to…
Descriptors: Models, Justice, Attitudes, Organizations (Groups)
Young, Leanne E.; And Others – 1980
The rapid growth of multinational corporations has necessitated theoretical and practical concerns for operating and managing organizations in varying cultural environments. The Navy Public Works Centers (PWCs) provide engineering, maintenance, rehabilitation construction, transportation and housing to U.S. Navy customers around the world.…
Descriptors: Comparative Analysis, Cross Cultural Studies, Cultural Differences, Cultural Influences
Kentucky State Dept. for Libraries and Archives, Frankfort. – 2000
This 1998-99 annual report for the Kentucky Department for Libraries and Archives begins with messages from the state Cabinet Secretary of Education, Arts and Humanities and the State Librarian and Commissioner. The department's mission statement, vision statement, and core values/guiding principles are then presented. Objectives and focus group…
Descriptors: Access to Information, Annual Reports, Archives, Cooperative Programs
Tan, Kay C.; Kek, Sei W. – Quality in Higher Education, 2004
Customer service and quality are driving forces in the business community. As higher educational institutions tussle for competitive advantage and high service quality, the evaluation of educational service quality is essential to provide motivation for and to give feedback on the effectiveness of educational plans and implementation. This…
Descriptors: Universities, Student Attitudes, Foreign Countries, Program Evaluation
Apostolou, A. S.; Skiadas, C. H. – 1999
In order to be effective in the coming millennium, libraries will need to measure their performance rigorously against the expectations and real needs of their customers. The library of the future will need to be a customer sensitive, knowledge creating, agile enterprise. It must provide value to every customer, where value is the customer's…
Descriptors: Academic Libraries, Competition, Foreign Countries, Futures (of Society)
Orenstein, David – Library Administration and Management, 1999
Considers the use of Total Quality Management (TQM) tools by library managers to develop quality relationships between staff and customers. Topics include building a shared vision, putting the needs of customers before organizational politics, cooperation between levels of employees, communication, teamwork, trust, redesigning processes and…
Descriptors: Change Strategies, Communication (Thought Transfer), Cooperation, Leadership