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Evaluating Faculty and Staff Customer Satisfaction of a Technology Support Office in a Large University in Florida

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Date Issued:
2014
Abstract/Description:
This study sought to determine customer satisfaction levels of faculty and staff with their technology support office in a large university in Florida. The focus of research was to determine if there were any differences in customer satisfaction based on four demographics: gender, faculty versus staff, educational level and age. An anonymous customer satisfaction survey included 26 Likert-type scale questions measuring 16 service quality dimensions was administered to the population. The 16 service quality dimensions included 10 dimensions from Zeithaml et al. (1990), five dimensions from Besterfield et al. (1995, 2003), and one dimension, overall satisfaction.Findings showed there was a statistically significant difference in two demographics, gender and faculty versus staff. Regarding gender, there were no differences in 14 of 16 dimensions examined. The two dimensions with differences were tangibles and understanding the customer, with males having lower customer satisfaction than females. Regarding faculty versus staff differences, there were no differences in all the dimensions other than the courtesy dimension for which faculty had a lower level of customer satisfaction level than staff. Regarding educational level and age, there were no differences in any of the 16 dimensions.
Title: Evaluating Faculty and Staff Customer Satisfaction of a Technology Support Office in a Large University in Florida.
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Name(s): Jaffe, Laurence, Author
Murray, Kenneth, Committee Chair
Murray, Barbara, Committee Member
Baldwin, Gordon, Committee Member
Hutchinson, Cynthia, Committee Member
University of Central Florida, Degree Grantor
Type of Resource: text
Date Issued: 2014
Publisher: University of Central Florida
Language(s): English
Abstract/Description: This study sought to determine customer satisfaction levels of faculty and staff with their technology support office in a large university in Florida. The focus of research was to determine if there were any differences in customer satisfaction based on four demographics: gender, faculty versus staff, educational level and age. An anonymous customer satisfaction survey included 26 Likert-type scale questions measuring 16 service quality dimensions was administered to the population. The 16 service quality dimensions included 10 dimensions from Zeithaml et al. (1990), five dimensions from Besterfield et al. (1995, 2003), and one dimension, overall satisfaction.Findings showed there was a statistically significant difference in two demographics, gender and faculty versus staff. Regarding gender, there were no differences in 14 of 16 dimensions examined. The two dimensions with differences were tangibles and understanding the customer, with males having lower customer satisfaction than females. Regarding faculty versus staff differences, there were no differences in all the dimensions other than the courtesy dimension for which faculty had a lower level of customer satisfaction level than staff. Regarding educational level and age, there were no differences in any of the 16 dimensions.
Identifier: CFE0005186 (IID), ucf:50615 (fedora)
Note(s): 2014-05-01
Ed.D.
Education and Human Performance, Teaching, Learning and Leadership
Doctoral
This record was generated from author submitted information.
Subject(s): customer satisfaction -- customer service -- service quality -- SERVQUAL -- technology support -- university
Persistent Link to This Record: http://purl.flvc.org/ucf/fd/CFE0005186
Restrictions on Access: public 2014-05-15
Host Institution: UCF

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