The purpose of this research study was to explore gender variances in the satisfaction levels of African American students at UNT toward the goal of increasing the retention of these students. Variances in satisfaction levels were measured using information obtained from African American students that participated in the fall 2004 administration of the Noel Levitz Student Satisfaction Inventory (SSI). In addition, the UNT Customer Satisfaction Survey (UNT-CSS), which applies Hom's Basic Model of Customer Satisfaction, was used to further examine areas of interest identified by the Noel Levitz SSI. Analysis of the SSI data indicated that no statistical significance existed amongst any of the correlates of satisfaction as a function of gender. In fact, African American students appeared to have very similar ideas on what services were important to them and on how satisfied they were with the services provided to them by the university. African American males and females were most satisfied with Campus Support Services, Academic Advising/Counseling, and Instructional Effectiveness at UNT. The UNT-CSS further examined the above areas. African American males and females were measured against each other to discern if differences occur in how African American students process the customer service model as a function of gender. African American males demonstrated strong positive correlations between their expectation of customer service and their consequent evaluation of that service. African American females were more influenced by their perception of the service received.
| Identifer | oai:union.ndltd.org:unt.edu/info:ark/67531/metadc5487 |
| Date | 12 1900 |
| Creators | Washington, Latanya |
| Contributors | Bush, V. Barbara, Fulton-Calkins, Patsy, Newsom, Ronald W. |
| Publisher | University of North Texas |
| Source Sets | University of North Texas |
| Language | English |
| Detected Language | English |
| Type | Thesis or Dissertation |
| Format | Text |
| Rights | Public, Copyright, Washington, Latanya, Copyright is held by the author, unless otherwise noted. All rights reserved. |
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