Thelma Roman

Abstract

This study was conducted at Pontificia Universidad Catolica Madre y Maestra (PUCMM), to determine customer service at universities in the Dominican Republic. The sample population consisted of 250 undergraduate students and 16 academic and administrative head of departments. As results indicate, there is lack of evaluating mechanisms to determine customer satisfaction in all departments at PUCMM. The only evaluation in place is a survey done by students every semester to evaluate faculty' s performance and academic quality; nevertheless, such evaluation does not determine customer satisfaction. Furthermore, there are few evaluations to determine students' needs . On the other hand, according to the findings, administrators believe that feedback is used to implement quality customer service; nonetheless, by reviewing the data, it is concluded that there is ambiguity in the responses given by administrators as to the use of feedback, since the results show that few evaluations are in place to determine customer satisfaction.

Library of Congress Subject Headings

Universidad Católica Madre y Maestra--Customer services--Evaluation; Universities and colleges--Customer services--Dominican Republic--Evaluation; Education, Higher--Dominican Republic--Evaluation

Publication Date

2000

Document Type

Thesis

Department, Program, or Center

Hospitality and Tourism Management (CAST)

Advisor

LaLopa, Joseph

Comments

Note: imported from RIT’s Digital Media Library running on DSpace to RIT Scholar Works. Physical copy available through RIT's The Wallace Library at: LE15.D65 R65 2000

Campus

RIT – Main Campus

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