Questions
1. Considering customer satisfaction as it applies to a
university setting, what are some other areas in
addition to those identified for the project that may
contribute to students’ satisfaction/dissatisfaction
with their education experience?
2. Does the current questionnaire provide information
on students’ overall satisfaction with their undergraduate
degree program? Explain. What revisions are
necessary to this questionnaire to obtain an overall
satisfaction rating?
3. Can the School of Business use the results of this
study to target the most important areas for
improvement? Explain. Identify changes to the questionnaire
that would allow the school to target areas
based on importance.
4. What are the advantages and disadvantages of using
open-ended questions to identify the school’s
strengths and weaknesses? Taking the responses in
Exhibit 2, what system would you use for coding
these responses?