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"Student perceptions of academic service and instructional quality over a four-year academic experience"
Westbrook, Thomas S.
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SubjectHigher education; Instruction; Academic service quality; Instructional quality; SERVQUAL; SEEQ; First-year experience; Freshman experience; Marketing; Customer satisfaction; Longitudinal study; Pre-test; Post-test; Persistence; Completion
This article reports the results of a study of student perceptions of expected and experienced academic service and instructional quality across 4 years of college enrollment. Results indicated a pattern of perceived change over 4 years with a significant difference between students’ expectations to experienced quality. The largest pre- to post- assessment change was a negative gap during the first semester in both academic service and instructional quality. Subscale scores revealed both positive and negative variations over the 4-year period. The findings suggested a continued support for linking in-class and out-of-class faculty and student development initiatives.
The text is published here with the permission of the Journal of Research in Education Pages in the published version are identified with the symbols, “[ ].” Additional information is at the end of this document. Keith Greiner is a Drake graduate and can be contacted at Keith.Greiner@iowa.gov. Tom Westbrook is a Professor of Education in the Leadership and Adult Development program at Drake University and can be contacted at firstname.lastname@example.org