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Full-Text Articles in Higher 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 …
An Analysis Of Teacher And Student Leadership And Gender Differentiation Within Academic Divisions At Three Virginia And Tennessee Liberal Arts Colleges, Mary L. Cole
Electronic Theses and Dissertations
This quantitative study investigated a range of leadership behaviors by teachers (teacher characteristics) and students (student characteristics) inside their higher education classrooms and various aspects of those environments (classroom characteristics). The behaviors and environmental aspects examined are those determined by research findings to foster and enhance participant growth and development. Cluster sampling was used for this study of 25 classes representing 5 divisions of the curriculum at 3 institutions. The instruments were administered to 277 students and 25 teachers during the spring of 1999. The null hypotheses for main effects of teacher, student, and classroom characteristics were tested on the …