Business Commons^™

Student Intent To Persist Relative To Perceptions Of Service Quality And Satisfaction With Selected Onboarding Services In Community Colleges, Matthew Robert Fall

Master's Theses and Doctoral Dissertations

Background: Low persistence rates have continued to plague community colleges. A framework linking perceived service quality, satisfaction, and behavioral intent has been identified in the existing literature and found to be useful in various service sectors outside of higher education. Purpose: To explore the relationship between community college students’ perceptions of service quality, satisfaction, and behavioral intent (intent to persist) regarding first interactions with their colleges. Setting: Three community colleges representing large, medium, and small enrollment headcount from a Midwestern state were selected to represent that state’s community college student population. Subjects: A proportional number of students were selected randomly …