An Empirical Study of Quality and Satisfaction with a Focus on Creating a Parsimonious Measurement Instrument in an Information Space

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Student satisfaction and service quality are interrelated constructs that are associated with improving student retention. This research investigated the relationships between these constructs in the context of an institution of higher education as an information system and sought to reduce the dimensionality of what have traditionally been considered orthogonal factors of these constructs in order to produce a parsimonious model and survey instrument that may be useful in assessing and predicting overall student satisfaction and overall service quality. The methods of analysis used in this study are quantitative in nature and included the use of descriptive univariate, bivariate, and multivariate … continued below

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xiv, 158 pages : illustrations (some color)

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Senn, William Donald August 2014.

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  • Senn, William Donald

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Student satisfaction and service quality are interrelated constructs that are associated with improving student retention. This research investigated the relationships between these constructs in the context of an institution of higher education as an information system and sought to reduce the dimensionality of what have traditionally been considered orthogonal factors of these constructs in order to produce a parsimonious model and survey instrument that may be useful in assessing and predicting overall student satisfaction and overall service quality. The methods of analysis used in this study are quantitative in nature and included the use of descriptive univariate, bivariate, and multivariate analyses; exploratory factor analysis to examine latent dimensions within the data; and multiple linear regressions to measure the predictive efficacy of combinations of variables with respect to overall student satisfaction and overall service quality. It was hypothesized that the statistical treatment of the data would show that some dimensions routinely collapse, leading to possible valuable theoretical implications.

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xiv, 158 pages : illustrations (some color)

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  • August 2014

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  • Aug. 21, 2015, 5:42 a.m.

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Thumbnail image of item number 1 in: 'An Empirical Study of Quality and Satisfaction with a Focus on Creating a Parsimonious Measurement Instrument in an Information Space'.
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Thumbnail image of item number 4 in: 'An Empirical Study of Quality and Satisfaction with a Focus on Creating a Parsimonious Measurement Instrument in an Information Space'.

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Senn, William Donald. An Empirical Study of Quality and Satisfaction with a Focus on Creating a Parsimonious Measurement Instrument in an Information Space, dissertation, August 2014; Denton, Texas. (https://digital.library.unt.edu/ark:/67531/metadc699914/: accessed April 24, 2024), University of North Texas Libraries, UNT Digital Library, https://digital.library.unt.edu; .

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