Home > University > Sociology > EXAMINING THE LEVEL OF SATISFACTION TOWARDS UNIVERSITIES SERVICE DELIVERY AMONG MASTERS STUDENTS A CASE STUDY OF UNITED STATES INTERNATIONAL UNIVERSITY (U.S.I.U) KENYA

EXAMINING THE LEVEL OF SATISFACTION TOWARDS UNIVERSITIES SERVICE DELIVERY AMONG MASTERS STUDENTS A CASE STUDY OF UNITED STATES INTERNATIONAL UNIVERSITY (U.S.I.U) KENYA

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RESERCH METHODS: WRITE A RESEARCH PROPOSAL

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NKUMBA UNIVERSITY
SCHOOL OF SOCIAL SCIENCES


DATE TO BE SUBMITTED O7/11/2010
EXAMINING THE LEVEL OF SATISFACTION TOWARDS UNIVERSITIES SERVICE DELIVERY AMONG MASTERS STUDENTS A CASE STUDY OF UNITED STATES INTERNATIONAL UNIVERSITY (U.S.I.U) KENYA



A RESEARCH PROPOSAL SUBMITTED BY


NOVEMEBER 2010

TABLE OF CONTENTS

PAGE
CHAPTER 1
1.1 Background of the study 3
1.2 Statement of problem 4
1.3 Objectives of the study 5
1.4 Research questions 6
1.5 Significance of the study 7
1.6 Limitation of the study 8
1.7 Definition of terms 8


2.0 CHAPTER 2
2.1 Customer satisfaction 10
2.2 Service products (facilities) 11
2.3 Role of quality in customer satisfaction 12
2.4 Satisfaction, needs and expectations of customers 14
In higher education



3.0 CHAPTER 3
3.1 Restatement of Objectives 16
3.2 Sample 16
3.3 Instrument 16
3.4 Data collection method 17
3.5 Data analysis 18

REFERENCES 19

QUESTIONNAIRE SAMPLE 21


1.0 Chapter 1
1.1 Background of the Study

In becoming a world class university, customer satisfaction is an entity that should not be neglected. Today, with the competitive higher education market locally and internationally, more higher education institutions are giving importance to customer satisfaction as a platform to improve their quality and sustain the market to attract more customers. The correlation between the quality of goods and services and customer satisfaction, has led organizations to continuously upgrade their quality and measure their clients’ satisfaction Ghobadian, Speller and Jones (1997) concluded that companies with higher perceived quality goods and services will enjoy higher long term economic benefits. In the case if higher institution, it helps ...

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