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Full-Text Articles in Education
Service Quality In Higher Education: Expectations Versus Experiences Of Doctoral Students At State-Supported Universities In Tennessee, James H. Lampley
Service Quality In Higher Education: Expectations Versus Experiences Of Doctoral Students At State-Supported Universities In Tennessee, James H. Lampley
Electronic Theses and Dissertations
The purpose of this study was to determine if a gap analysis model (SERVQUAL) of service quality measurement could be appropriately applied to higher education. The researcher asked doctoral students from six doctoral-granting, state-supported universities in Tennessee to complete a service quality survey, comparing their experiences with their expectations, thereby giving a measure of gaps in educational service quality at their institution. The research design included five research questions, with five null hypotheses testing the relationship between students' expectations and experiences, between overall satisfaction and service gaps, and between overall satisfaction and certain demographic variables (age, gender, ethnicity, type of …
Perceptions Of African-American Seniors Regarding Factors Of Institutional Support At Three Predominantly White Tennessee State-Supported Institutions Of Higher Education, Delmar L. Mack
Electronic Theses and Dissertations
This study of African-American seniors at East Tennessee State University, Middle Tennessee State University, and the University of Tennessee at Knoxville was conducted to solicit student responses about the perceptions of their schools, university services, and experiences at those institutions. The study employed quantitative data and descriptive analysis was performed. Data collected in this study described the demographic characteristics of the students and their perceptions, attitudes, experiences and level of involvement in the campus environment for African-American seniors. Data in this study indicated perceptions that Tennessee must be committed to increasing financial support to the universities. Universities must be committed …