Please use this identifier to cite or link to this item: https://hdl.handle.net/1959.11/6252
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dc.contributor.authorLeece, Rhondaen
dc.contributor.authorRiley, Danielen
dc.contributor.authorSmith, Larryen
dc.date.accessioned2010-07-05T16:11:00Z-
dc.date.created2009en
dc.date.issued2010-
dc.identifier.urihttps://hdl.handle.net/1959.11/6252-
dc.description.abstractThe study focuses on identifying and investigating factors which influence student satisfaction with the non-academic, support services of a regional Australian university and suggests ways to improve the levels of student satisfaction. The relationship between students' satisfaction and their educational experience is of growing concern to providers of higher education. Researchers generally agree that multiple factors shape overall student satisfaction with their educational experience, including the perceived quality of the study environment, teaching staff and teaching methods, research capability and the level to which institutions engage with their learning communities. The way in which non-academic support services contribute to attitudes of satisfaction, however, is not well reported and this research aims to address this void. The conceptual framework for the study was drawn from Kano's (1984) Model of Customer Satisfaction and provides insights which encourage a student-centric approach to the delivery of support services. A survey tool, which required both qualitative and quantitative responses, was administered to currently enrolled undergraduate and postgraduate students of the University of New England. Three basic issues were explored. Broadly, these were service recognition, whether perception or 'lived experience' influences attitudes of satisfaction and what factors influence satisfaction with service delivery. Findings of the study indicate student attitudes of satisfaction are influenced by the total university experience and relevant support services contribute significantly to the determination of satisfaction. This outcome fits with the literature pertaining to consumer satisfaction and service quality, which indicates the overall service encounter is influential in developing an attitude of satisfaction. The findings led to recommendations for enhancing the student experience of service delivery in the final chapter. Also in this chapter, the value of the Kano theory as an analytical framework is assessed and suggestions for some possible areas for future research are offered.en
dc.languageenen
dc.titleFactors that contribute to student attitudes of satisfaction with support services in the higher education sector: A case study at the University of New Englanden
dc.typeThesis Masters Researchen
dcterms.accessRightsUNE Greenen
dc.subject.keywordsCommercial Servicesen
local.contributor.firstnameRhondaen
local.contributor.firstnameDanielen
local.contributor.firstnameLarryen
local.subject.for2008150499 Commercial Services not elsewhere classifieden
local.subject.seo2008970115 Expanding Knowledge in Commerce, Management, Tourism and Servicesen
local.subject.seo610199 Otheren
dcterms.RightsStatementCopyright 2009 - Rhonda Leeceen
dc.date.conferred2010en
local.thesis.degreelevelMasters researchen
local.thesis.degreenameMaster of Administrative Leadership with Honoursen
local.contributor.grantorUniversity of New Englanden
local.profile.schoolUNE Business Schoolen
local.profile.schoolUNE Business Schoolen
local.profile.emailrleec@une.edu.auen
local.profile.emaildriley2@une.edu.auen
local.profile.emaillsmith35@une.edu.auen
local.output.categoryT1en
local.record.placeauen
local.record.institutionUniversity of New Englanden
local.identifier.epublicationsrecordune_thesis-20090828-15470en
local.title.subtitleA case study at the University of New Englanden
local.access.fulltextYesen
local.contributor.lastnameLeeceen
local.contributor.lastnameRileyen
local.contributor.lastnameSmithen
dc.identifier.staffune-id:rleecen
dc.identifier.staffune-id:driley2en
dc.identifier.staffune-id:lsmith35en
local.profile.roleauthoren
local.profile.rolesupervisoren
local.profile.rolesupervisoren
local.identifier.unepublicationidune:6409en
dc.identifier.academiclevelAcademicen
dc.identifier.academiclevelAcademicen
dc.identifier.academiclevelAcademicen
local.title.maintitleFactors that contribute to student attitudes of satisfaction with support services in the higher education sectoren
local.output.categorydescriptionT1 Thesis - Masters Degree by Researchen
local.thesis.borndigitalyesen
local.search.authorLeece, Rhondaen
local.search.supervisorRiley, Danielen
local.search.supervisorSmith, Larryen
local.open.fileurlhttps://rune.une.edu.au/web/retrieve/7a877b33-c8ef-4501-a928-da026dca9162en
local.open.fileurlhttps://rune.une.edu.au/web/retrieve/e1bb880d-cc49-48c2-97a9-3b5c79c15ff8en
local.uneassociationYesen
local.year.conferred2010en
local.fileurl.openhttps://rune.une.edu.au/web/retrieve/e1bb880d-cc49-48c2-97a9-3b5c79c15ff8en
local.fileurl.openhttps://rune.une.edu.au/web/retrieve/7a877b33-c8ef-4501-a928-da026dca9162en
Appears in Collections:Thesis Masters Research
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