Assessing Satisfaction with Selected Student Services Using SERVQUAL, a Market-Driven Model of Service Quality

Abstract

The author demonstrates how the use of SERVQUAL, a market-driven assessment model adapted from business, can be used to study student satisfaction with four areas of support services hypothetically related to enrollment managment (academic records, admissions, career services, and financial aid). The sample included 748 students enrolled in general education courses at ten different private institutions.