A study of the relationship between customer service and student satisfaction at a historically black college and university (HBCU), 2016

Hammonds-Greene, Patti

2010-2019

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. KEY TERMS: Customer service, student satisfaction, HBCU, student engagement, student retention, student recruitment, Higher Education, Hospitality Administration and Management, Social Work

text

application/pdf

2016-05-16

dissertation

Doctor of Philosophy (PhD)

Clark Atlanta University

Social Work

Lyle, Richard
Waymer, Robert
Holt, Cathy

Clark Atlanta University

Georgia--Atlanta

http://hdl.handle.net/20.500.12322/cau.td:2016_hammonds_greene_patti