Date Approved

4-16-2019

Embargo Period

4-29-2019

Document Type

Thesis

Degree Name

MA Higher Education

Department

Educational Services and Leadership

College

College of Education

Advisor

Sisco, Burton

Committee Member 1

Walpole, MaryBeth

Keywords

Customer Service, Higher Education, Students' Satisfaction

Subject(s)

Rowan University--Undergraduates

Disciplines

Higher Education

Abstract

The primary purpose of this study was to measuring undergraduate students' satisfaction at Rowan University. The theoretical framework that guided this study was Tinto's Theory, Astin's IEO Model, and Hezberg's Theory. This study use the quantitative method, which includes a survey focused on students' satisfaction of seven areas including: university staff, services provided by the university, academic advisor, class availability, academic major, and campus safety. One hundred seventy nine subjects completed a Likert-type survey using a five-point scale to assess their satisfaction in the seven focus areas. The Statistical Program for the Social Sciences (SPSS) was used to input all quantitative data for the purpose of descriptive statistics. The finding of the study determine that undergraduate students who enrolled at Rowan University main campus on spring 2018 felt satisfied with the quality of services provided to the students. It is recommended that Rowan University provide more resources at the library, implement culture of customer service, increase marketing concept, and encourage students to be more involved on campus.

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