IDEAS home Printed from https://ideas.repec.org/a/taf/lpadxx/v36y2013i11p791-797.html
   My bibliography  Save this article

Customer Satisfaction Theory in Public Administration Education: Revisiting Student Evaluation of Teaching

Author

Listed:
  • Byoung Kim
  • Koichiro Otani
  • Jeong-IL Cho

Abstract

Who are the customers in public administration (PA) education? Many scholars have criticized the tendency of educators to misidentify students as customers. At the same time, a multitude of PA education programs have utilized the Student Evaluation of Teaching (SET) as a means to gauge consumer satisfaction. However, there is lack of knowledge about the relationship between Customer Satisfaction Theory (CST) and SET. This study is focused on investigating the potential link between SET and CST, in order to gain a better understanding of instructional evaluation, and examines the impact of 13 aspects of SET on the evaluation of teaching effectiveness. This study finds that students prioritize the attributes of an instructor's perceived effectiveness, which are disproportionately influenced by negative responses on certain measures within the evaluation. This study concludes by discussing improvement strategies for instructors, as well as future implications of instructional evaluation at the department and college level.

Suggested Citation

  • Byoung Kim & Koichiro Otani & Jeong-IL Cho, 2013. "Customer Satisfaction Theory in Public Administration Education: Revisiting Student Evaluation of Teaching," International Journal of Public Administration, Taylor & Francis Journals, vol. 36(11), pages 791-797.
  • Handle: RePEc:taf:lpadxx:v:36:y:2013:i:11:p:791-797
    DOI: 10.1080/01900692.2013.795158
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/01900692.2013.795158
    Download Restriction: Access to full text is restricted to subscribers.

    File URL: https://libkey.io/10.1080/01900692.2013.795158?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:lpadxx:v:36:y:2013:i:11:p:791-797. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/lpad .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.