A model for measuring customer satisfaction within an academic center of excellence
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 October 2001
Abstract
Customer satisfaction has recently become a concern of academic institutions with the commercialization of scholarship. Describes a process for capturing the authentic domain of customer satisfaction within an academic center of excellence. Findings highlight 19 determinants of customer satisfaction, dissatisfaction, and effectiveness. A Likert‐type survey was developed and tested. Results indicated that entrepreneurial customers were satisfied when they experienced positive relationships with the scientists they interacted with and when they received accurate and timely information to solve business‐related problems. Customers were dissatisfied when their projects were not completed as promised, when scientists lacked the expertise to assist customers, and when communications failed. Gleaning customer satisfaction within an academic institution is an arduous task; however, it is necessary as the citizens who fund public educational institutions demand higher accountability.
Keywords
Citation
Dodge Kelsey, K. and Bond, J.A. (2001), "A model for measuring customer satisfaction within an academic center of excellence", Managing Service Quality: An International Journal, Vol. 11 No. 5, pp. 359-368. https://doi.org/10.1108/09604520110404086
Publisher
:MCB UP Ltd
Copyright © 2001, MCB UP Limited