Defining quality customer service competencies at University of Wisconsin-Stout's Memorial Student Center

Abstract

The purpose of this project was to assist the University of Wisconsin-Stout’s Memorial Student Center (MSC) toward improving and maintaining their quality of customer service. A full census of 398 Memorial Student Center (MSC) staff was conducted to best profile customer service attitudes and beliefs among the current employees. A total of 189 surveys were returned for an overall response rate of 47.5%. Participants included 162 student staff, 23 permanent staff and 4 participants did not respond to whether or not they were permanent or student staff. A survey containing 39 items rated on a 7-point Likert-type scale and five open-ended (“other”) responses was developed for use in the study. All quantitative data was analyzed using descriptive statistics, correlations, t-tests, and factor analysis. Qualitative data was analyzed by first, identifying open-ended responses that could be seen as replicating existing Likert scale items and second to identify and organize qualitative responses that introduced unique concepts.