A model for measuring customer satisfaction within an academic center of excellence

Managing Service Quality: An International Journal

Volumn 11, Issue 5, 2001, Pages 359-368

  Dodge Kelsey, Kathleen ^a   Bond, Julie A ^a  

^a OKLAHOMA STATE UNIVERSITY   (United States)

Author keywords

Customer satisfaction; Measurement; Methodology; Service quality; TQM; Universities

Indexed keywords

EID: 84986031754     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520110404086     Document Type: Article

References (27)

1. Altschuld, J.W. and Zheng, H.Y. (1995), “Assessing the effectiveness of research organizations: an examination of multiple approaches”, Evaluation Review, Vol. 19 No. 2, pp. 197-216.
2. Baggs, S.C. and Kleiner, B.H. (1996), “How to measure customer service effectively”, Managing Service Quality, Vol. 6 No. 1, pp. 36-9.
3. Broedling, L.A. (1997), “Dr Deming and the people factor”, Executive Excellence, Vol. 14 No. 11, pp. 7-8.
4. Brown, C. (1998), “Customer satisfaction, what is it?”, Quality Times, available at: http://csn.uneb.edu/quality/qualitytimes/Apr98CustomerSatisfaction. html
5. Brown, R.H. and Clignet, R. (2000), “Democracy and capitalism in the academy: the commercialization of American higher education”, in Brown R.H. and Schubert, J.D. (Eds), Knowledge and Power in Higher Education: A Reader, Teachers College Press, New York, NY.
6. Charmaz, K. (2000), “Grounded theory: objectivist and constructivist methods”, in Denzin, N.K. and Lincoln, Y.S. (Eds), Handbook of Qualitative Research, 2nd ed., Sage Publications, Thousand Oaks, CA, pp. 509-35.
7. Deming, W.E. (1986), Out of the Crisis, Massachusetts Institute of Technology, Cambridge, MA.
8. Dickey, J.D. (1998), “Creating a customer satisfaction measurement system”, Industrial Management, Vol. 40 No. 2, pp. 8-11.
9. Dillman, D.A. (2000), Mail and Internet Surveys: The Tailored Design Method, 2nd ed., John Wiley & Sons, New York, NY.
10. Dobyns, L. and Crawford-Mason, C. (1994), Thinking About Quality: Progress, Wisdom, and the Deming Philosophy, Times Books, New York, NY.
11. Ellis, L.W. and Curtis, C.C. (1995), “Measuring customer satisfaction”, Research, Technology, Management, Vol. September-October, pp. 45-8.
12. Forza, C. and Filippini, R. (1998), “TQM impact on quality conformance and customer satisfaction: a causal model”, International Journal of Production Economics, Vol. 55, pp. 1-20.
13. Fredendall, L.D. (1995), “Applying total quality management in cooperative extension”, Journal of Extension, Vol. 33, pp. 1-5.
14. Hayes, B.E. (1998), Measuring Customer Satisfaction: Survey Design, Use, and Statistical Analysis Methods, 2nd ed., American Society for Quality, Milwaukee, WI.
15. Jones, C.R. (1996), “Customer satisfaction assessment for ‘internal’ suppliers”, Managing Service Quality, Vol. 6 No. 1, pp. 45-8.
16. Juran, J.M. (1991), “World War II and the quality movement”, Quality Progress, Vol. 24 No. 12, pp. 19-24.
17. Kelsey, K.D. and Bond, J.A. (2000), Evaluation of Services Provided by the Oklahoma Food and Agricultural Products Research and Technology Center: Final Report, Oklahoma State University, Stillwater, OK.
18. Krejcie, R.V. and Morgan, D.W. (1970), “Determining sample size for research activities”, Educational and Psychological Measurement, Vol. 30, pp. 607-10.
19. Miller, L.E. and Smith, K.L. (1983), “Handling nonresponse issues”, Journal of Extension, September/October, pp. 45-50.
20. Nunnally, J.C. (1967), Psychometric Theory, McGraw-Hill, New York, NY.
21. Oliver, R. (1981), “Measurement and evaluation of satisfaction processes in retail settings”, Journal of Retailing, Vol. 57 No. 3, pp. 25-48.
22. Schulz, S.A. and Masters, R.J. (1997), “Total quality management: the Deming-food processing connection”, Journal of Food Products Marketing, Vol. 4 No. 1, pp. 61-70.
23. Strauss, A. and Corbin, J. (1998), Basics of Qualitative Research: Techniques and Procedures for Developing Grounded Theory, Sage Publications, Thousand Oaks, CA.
24. Vavra, T.G. (1997), Improving your Measure of Customer Satisfaction: A Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs, American Society for Quality, Milwaukee, WI.
25. Walton, M. (1986), The Deming Management Method, Putnam Publishing Group, New York, NY.
26. Wilson, R. (2000), “Professors of the new economy”, The Chronicle of Higher Education, 20 October, pp. A12-A16.
27. Wirtz, J. (2001), “Improving the measurement of customer satisfaction: a test of three methods to reduce halo”, Managing Service Quality, Vol. 11 No. 2, pp. 99-112.