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Evaluating Faculty And Staff Customer Satisfaction Of A Technology Support Office In A Large University In Florida, Laurence Jaffe
Evaluating Faculty And Staff Customer Satisfaction Of A Technology Support Office In A Large University In Florida, Laurence Jaffe
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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 …