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East Tennessee State University

Theses/Dissertations

1999

Universities

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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 Dec 1999

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 Assessment Of Technology Classroom Environments In Chinese Universities, Jiexiu Li Aug 1999

An Assessment Of Technology Classroom Environments In Chinese Universities, Jiexiu Li

Electronic Theses and Dissertations

The purpose of this study was to investigate the characteristics of graduate classroom environments as perceived by the graduate students and faculty in technology courses, at Chinese universities. Relationships between the different dimensions of the social environment of the graduate technology classrooms were examined. The Adult Classroom Environment Scale (ACES) was used to measure the actual and ideal classroom environments on seven dimensions. The research was conducted during Fall 1998. Participants in this study included 317 graduate students and 8 teachers in 8 classes from 6 universities in Beijing, China. The results of data analysis showed that there were significant …