Defining quality customer service competencies at the University of Wisconsin-Stout's Memorial Student Centerphase II

Abstract

The purpose of this project was to assist the University of Wisconsin-Stout's Memorial Student Center (MSC) towards their goal of improving and maintaining their customer service quality. Surveys were administered to customers of the MSC to receive immediate feedback on what customer service competencies they felt were important for the employees to have in order to make their service of value. A total of 203 surveys were directly administered to the customers, with 194 of the participants being student customers and 9 of the participants being faculty/staff customers. The survey contained 39 items rated on a 7-point Likert scale and five open-ended or "other" responses were developed for the use of this study. A previous study, which surveyed the employees of the MSC, was conducted prior to the assessment of the customers. All quantitative data was analyzed using descriptive statistics, correlations, t-tests, and factor analysis. Qualitative data was analyzed by identifying which open-ended responses brought unique concepts to the study and which responses represented the already existing Likert-scale items. A comparison between the customer responses and the employee responses was also completed