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Student Perceptions Of A Customer Service Model In A For-Profit Higher Education Institution, Leonard J. Grinstead

Graduate Research Theses & Dissertations

The purpose of this quantitative study was to examine the impact on students of customer service-oriented behaviors exhibited by faculty members and student advisors in a single geographic segment of a large institution of higher education in the for-profit sector headquartered in the midwestern United States. A single-case case study approach was used in order to explore students’ degree of satisfaction with customer service experiences and the extent to which these impacted their decisions to persist toward graduation from the university. A survey approach with a questionnaire distributed by email was used in order to gather data from students for …