Students look for evidence of service quality when selecting a university to attend. Student dissatisfaction with the quality of service may reduce student motivation in online higher-education settings, and low levels of motivation may lead to inferior student performance and a persistently high dropout rate. The purpose of this quantitative,…

This doctoral research project examined perceptual gaps of service quality and value in the context of higher education. The researcher performed quantitative analysis of survey data gathered from students at a small, Midwestern Bible college. Students self-selected to participate in this research project and, using class status as an independent…

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…

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…

The purpose of this qualitative descriptive study was to understand administrator perceptions of student retention practices in community colleges. The sample for this study consisted of 11 administrators within community colleges in Arizona. The theoretical framework for this study was the Zeithaml theory of behavioral consequences of service…

Researchers and marketers lack information about possible relationships between service quality and online brand equity in intangible and often undifferentiated service businesses. The services sector of the economy is large with 72% of the economic output and 80% of the workers in the United States in 2007. Within the services sector, Internet…

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…

With the increase of students with disabilities attending post secondary education, it is important to have an understanding of how satisfied a student with a disability is with college. At present, the research on college satisfaction focuses on specific variables and how the specific variables moderate or mediate college satisfaction; however,…

Instructors in the Medical Laboratory Science (MLS) program at Vanderbilt University Medical Center (VUMC) work within the Diagnostic Laboratories and volunteer as adjunct instructors for the educational program. Instructors do not receive training when they assume this role and must learn how to teach while actively creating and modifying…

Customer loyalty on websites, "e-loyalty", is reflected on customer behavior, regardless of online or offline business. Specifically, it is believed that customer loyalty on a website is strongly associated with website service quality. This study rigorously reviewed previously reported research in the website service quality dimensions and…

Human service organizations are intended to stabilize low-income families and promote self-sufficiency by providing much needed services and benefits. Recipients, however, often do not get everything they need in terms of either benefits or service quality. Understandably, clients want the help they are entitled to and promised from providers who…

The purpose of this qualitative comparative case study was to understand how front-line student services staff experience transition from a traditional model of service to an integrated model of service. There were three fundamental questions framing this research study: 1. What strategies and support systems were utilized by staff making the…

With the rise of mental health needs of students, school psychologists have been forced to adapt to the evolving field (moving from that of mostly assessment based towards therapeutic intervention). However, school psychologists report feeling unprepared, and inadequate in their ability to provide quality mental health services. Among the barriers…

Leisure participation is influential on the quality of life of individuals. Individuals with disabilities can face barriers in leisure participation, impacting their quality of life. IDEA (2004) recognizes recreation as a related service as one way to enhance the leisure experiences for students with disabilities. The purpose of this embedded case…

The focus of this research is an examination of service quality provided by non-centralized technology personnel, Local Technical Support Providers (LSPs), at a southern research university. The SERVQUAL instrument was selected to measure service quality of LSPs within the Academic Affairs Division. The rationale for selecting and testing SERVQUAL…