Date of Award

Spring 5-16-2016

Document Type

Dissertation

Degree Name

Doctor of Philosophy (PhD)

Department

Social Work

First Advisor

Richard Lyle, Ph.D.

Second Advisor

Robert Waymer, Ph.D.

Third Advisor

Cathy Holt, Ph.D.

Abstract

This study examined the relationship between customer service and student satisfaction at a historically black college and university. 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 non-probability 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.

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