Keywords
Customer satisfaction, customer service, service quality, servqual, technology support, university
Abstract
This study sought to determine customer satisfaction levels of faculty and staff with their technology support office in a large university in Florida. The focus of research was to determine if there were any differences in customer satisfaction based on four demographics: gender, faculty versus staff, educational level and age. An anonymous customer satisfaction survey included 26 Likert-type scale questions measuring 16 service quality dimensions was administered to the population. The 16 service quality dimensions included 10 dimensions from Zeithaml et al. (1990), five dimensions from Besterfield et al. (1995, 2003), and one dimension, overall satisfaction. Findings showed there was a statistically significant difference in two demographics, gender and faculty versus staff. Regarding gender, there were no differences in 14 of 16 dimensions examined. The two dimensions with differences were tangibles and understanding the customer, with males having lower customer satisfaction than females. Regarding faculty versus staff differences, there were no differences in all the dimensions other than the courtesy dimension for which faculty had a lower level of customer satisfaction level than staff. Regarding educational level and age, there were no differences in any of the 16 dimensions.
Graduation Date
2014
Semester
Spring
Advisor
Murray, Kenneth
Degree
Doctor of Education (Ed.D.)
College
College of Education and Human Performance
Department
Teaching, Learning, and Leadership
Degree Program
Educational Leadership; Executive
Format
application/pdf
Identifier
CFE0005186
URL
http://purl.fcla.edu/fcla/etd/CFE0005186
Language
English
Release Date
5-15-2014
Length of Campus-only Access
None
Access Status
Doctoral Dissertation (Open Access)
Subjects
Dissertations, Academic -- Education and Human Performance, Education and Human Performance -- Dissertations, Academic
STARS Citation
Jaffe, Laurence, "Evaluating Faculty And Staff Customer Satisfaction Of A Technology Support Office In A Large University In Florida" (2014). Electronic Theses and Dissertations. 3027.
https://stars.library.ucf.edu/etd/3027