Abstract
Using a correlational research design, this quantitative, descriptive study was conducted at a two-year community college and a four-year public university. A modified version of the Perceived Service Quality (PSQ) instrument was used to survey full-time, undergraduate students at each institution to examine perceptinos of service quality and whether those perceptions impact a student's decision to return the next semester. Students at both institutions in the study reported a high level of satisfaction in all three primary dimensions of service quality; no significant differences were found to exist in the way in which service quality is perceived by students based on race, first-generation status, or Pell Grant eligibility status at either institution. First-generation and Pell Grant-eligible students felt less welcomed at the four-year university compared to non-first generation and non-Pell-eligible students.
Disciplines
Behavioral Economics | Business | Communication | Community College Education Administration | Economics | Education | Educational Administration and Supervision | Higher Education Administration | Marketing | Organizational Behavior and Theory | Other Education | Social and Behavioral Sciences | Sociology | Student Counseling and Personnel Services
Recommended Repository Citation
Hardesty, Denise and Hughey, Aaron W.. (2025). Examining the Relationship between Perceptions of Service Quality, Student Satisfaction, and Intention to Persist at Different Higher Education Institutions. Educational Research Quarterly, Vol. 48 (4), 3-22.
Original Publication URL: https://erquarterly.org/
Available at:
https://digitalcommons.wku.edu/csa_fac_pub/79
Included in
Behavioral Economics Commons, Communication Commons, Community College Education Administration Commons, Higher Education Administration Commons, Marketing Commons, Organizational Behavior and Theory Commons, Other Education Commons, Sociology Commons, Student Counseling and Personnel Services Commons