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Galvin, Lisa A. – ProQuest LLC, 2017
There is no research that directly illustrates how technology, or a lack thereof, in a higher education environment might influence the customer service and satisfaction of applicants and enrolled students. The problem addressed in this study is the gap of knowledge and scholarly research on antiquated technology and its effect on applicant…
Descriptors: Case Studies, Qualitative Research, Technology Uses in Education, College Admission
Barczyk, Casimir; Buckenmeyer, Janet; Feldman, Lori; Hixon, Emily – Mentoring & Tutoring: Partnership in Learning, 2011
This study describes assessment results from the Distance Education Mentoring Program (DEMP) at Purdue University Calumet, Indiana, USA. The program, sponsored by the university's Vice Chancellor for Academic Affairs, was made available to all teaching faculty who wished to become proteges and develop their skills at teaching online courses. The…
Descriptors: Instructional Design, Mentors, Distance Education, Online Courses
Liu, Rosa; Allmang, Nancy – Issues in Science and Technology Librarianship, 2008
This article describes a campus-wide customer satisfaction survey undertaken by the National Institute of Standards and Technology (NIST) Research Library in 2007. The methodology, survey instrument, data analysis, results, and actions taken in response to the survey are described. The outcome and recommendations will guide the library both…
Descriptors: Research Libraries, Data Analysis, Surveys, Evaluation
Fialkoff, Francine; Hadro, Josh – Library Journal, 2010
Bill Schickling has spent a good chunk of his professional life at what is now Polaris Library Systems, shaping both the older Galaxy system and the newer Polaris integrated library system (ILS). When he joined the company as a programmer in 1987, it was still part of Gaylord, known mostly for its furniture and supplies division. Schickling was…
Descriptors: Information Systems, Public Libraries, Library Networks, User Satisfaction (Information)
Wright, Robert E. – College Student Journal, 2008
Numerous studies have explored the relationship between marketing efforts and firm financial performance. Studies have looked at potential lifetime value of customers, to demonstrate the value of keeping customers. Various other studies have looked at the relationship between customer satisfaction and firm performance. However, few studies have…
Descriptors: Marketing, College Students, Satisfaction, Higher Education
Brander, Rosemary A.; Paterson, Margo; Chan, Yolande E. – Qualitative Report, 2012
Healthcare organizations are striving to meet legislated and public expectations to include patients as equal partners in their care, and research is needed to guide successful implementation and outcomes. The current research examined the meaning of customer service as related to the culture of care relationships within a Canadian hospital in…
Descriptors: Health Services, Administrator Role, Foreign Countries, Patients
Evette Lloyd Bridges – ProQuest LLC, 2023
The problem was that Historically Black Colleges/Universities (HBCU) stakeholders must observe ways that student support professionals increases organizational effectiveness, for there is a need to understand the correlation of emotional intelligence (EI) and job satisfaction. The purpose of this quantitative, causal-comparative study was to…
Descriptors: School Personnel, Black Colleges, Emotional Intelligence, Job Satisfaction
LeTourneau, John – ProQuest LLC, 2012
The public higher education economic and competitive environments make it crucial that organizations react to the circumstances and make better use of available resources (Duderstadt, 2000; Floyd, 2008; Shulman, 2007; State Higher Education Executive Officers (SHEEO), 2009). Viewing higher education through the perspective of new institutionalism…
Descriptors: Information Technology, Higher Education, Best Practices, Program Administration
Berglund, Kristin M.; Ludwig, Timothy D. – Journal of Organizational Behavior Management, 2009
Employee-based errors result in quality defects that can often impact customer satisfaction. This study examined the effects of a process change and feedback system intervention on error rates of 3 teams of retail furniture distribution warehouse workers. Archival records of error codes were analyzed and aggregated as the measure of quality. The…
Descriptors: Employees, Performance Factors, Feedback (Response), Intervention
Harlan, Jennifer – ProQuest LLC, 2013
Knowledge management has proven to be a sustainable competitive advantage for many organizations. Knowledge management systems are abundant, with multiple functionalities. The literature reinforces the use of workflow automation with knowledge management systems to benefit organizations; however, it was not known if process automation yielded…
Descriptors: Automation, Case Studies, Knowledge Management, Computer Software
Huebner, Ruth A.; Jones, Blake L.; Miller, Viola P.; Custer, Melba; Critchfield, Becky – Child Welfare, 2006
Comprehensive Family Services (CFS) is a strengths-based and partnership-oriented approach to casework implemented through multiple initiatives. This study examines the relationship between the practice of CFS and satisfaction of clients, foster parents, and community partners. CFS indicators are paired with statewide customer satisfaction survey…
Descriptors: Foster Care, Satisfaction, Surveys, Child Welfare
Kibiloski, F. Terry. – ProQuest LLC, 2012
This quantitative study examined the relationship between student perceived leadership styles of online university instructors, and the perceived customer satisfaction and retention of online students. Specifically, the four goals of this study were to determine: (a) students' perception of their online instructor's leadership style, (b) if…
Descriptors: Electronic Learning, Online Courses, College Students, College Faculty
Arena, Marika; Arnaboldi, Michela; Azzone, Giovanni – Studies in Higher Education, 2010
In recent years, various reforms have sought to foster forms of marketisation in the Italian public sector, promoting the uptake of concepts such as customer satisfaction and perceived quality. In the field of higher education, such efforts have focused on certain specific areas, like quality of research and teaching, while the quality of…
Descriptors: Higher Education, Student Attitudes, Foreign Countries, Public Sector
Russell, Alene – American Association of State Colleges and Universities, 2010
Outsourcing--defined as an "institution's decision to contract with an external organization to provide a traditional function or service" (IHEP, 2005)--is nothing new to higher education. For decades, institutions have been "contracting out" or "privatizing" a variety of operational functions, hoping to reduce costs,…
Descriptors: Outsourcing, College Instruction, Public Colleges, Community Colleges
Finch, Jannette L. – Journal of Web Librarianship, 2010
Measuring quality of service in academic libraries traditionally includes quantifiable data such as collection size, staff counts, circulation numbers, reference service statistics, qualitative analyses of customer satisfaction, shelving accuracy, and building comfort. In the libraries of the third millennium, virtual worlds, Web content and…
Descriptors: Electronic Libraries, Academic Libraries, Data Analysis, Reference Services