Education Commons^™

What Matters Most? Measuring Service Quality To Improve Schools, Shannon L. Hagerman

Electronic Theses and Dissertations

Over the recent years an observable trend has emerged in the field of education. Parents are empowered and encouraged to make school choice decisions for their children and have become consumers of the educational delivery system. They are inundated information regarding the “product” of the school - student achievement scores and overall performance rankings. Do parents value other things beyond academic performance rankings and student achievement ratings? How do parents perceive the importance of the quality of the delivery of educational services? In a competitive educational marketplace, attracting and retaining families is essential to a school’s ability to survive and …