NDLI: A Study of the Relationship between Customer Service and Student Satisfaction at a Historically Black College and University (HBCU)

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A Study of the Relationship between Customer Service and Student Satisfaction at a Historically Black College and University (HBCU)

Content Provider	Semantic Scholar
Author	Hammonds-Greene, Patti
Copyright Year	2016
Abstract	SCHOOL OF SOCIAL WORK HAMMONDS-GREENE, PATTI B.A. CLARK ATLANTA UNIVERSITY, 1993 M.S.W. THE OHIO STATE UNIVERSITY, 1995 A STUDY OF THE RELATIONSHIP BETWEEN CUSTOMER SERVICE AND STUDENT SATISFACTION AT A HISTORICALLY BLACK COLLEGE AND UNIVERSITY (HBCU) Committee Chair: Richard Lyle, Ph.D. Dissertation dated May 2016 This study examined the relationship between customer service and student satisfaction at a historically black college and university (HBCU). Student satisfaction was measured by student engagement, student recruitment, and student retention. Participants of the study were comprised of 485 undergraduate and graduate students from a historically black college and university, and they were selected utilizing nonprobability convenience sampling among the target population. The findings of the study indicated that there was a statistically significant relationship between customer service and student satisfaction, customer service and student engagement, and customer service and student retention. There was no statistically significant relationship between customer service and student recruitment. A STUDY OF THE RELATIONSHIP BETWEEN CUSTOMER SERVICE AND STUDENT SATISFACTION AT A HISTORICALLY BLACK COLLEGE AND UNIVERSITY (HBCU) A DISSERTATION SUBMITTED TO THE FACULTY OF CLARK ATLANTA UNIVERSITY IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE DEGREE OF DOCTOR OF PHILOSOPHY BY PATTI HAMMONDS-GREENE WHITNEY M. YOUNG, JR., SCHOOL OF SOCIAL WORK
File Format	PDF HTM / HTML
Alternate Webpage(s)	http://digitalcommons.auctr.edu/cgi/viewcontent.cgi?article=1106&context=cauetds
Language	English
Access Restriction	Open
Content Type	Text
Resource Type	Article

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