This study was conducted at Pontificia Universidad Catolica Madre y Maestra (PUCMM), to determine customer service at universities in the Dominican Republic. The sample population consisted of 250 undergraduate students and 16 academic and administrative head of departments. As results indicate, there is lack of evaluating mechanisms to determine customer satisfaction in all departments at PUCMM. The only evaluation in place is a survey done by students every semester to evaluate faculty' s performance and academic quality; nevertheless, such evaluation does not determine customer satisfaction. Furthermore, there are few evaluations to determine students' needs . On the other hand, according to the findings, administrators believe that feedback is used to implement quality customer service; nonetheless, by reviewing the data, it is concluded that there is ambiguity in the responses given by administrators as to the use of feedback, since the results show that few evaluations are in place to determine customer satisfaction.
Library of Congress Subject Headings
Universidad Católica Madre y Maestra--Customer services--Evaluation; Universities and colleges--Customer services--Dominican Republic--Evaluation; Education, Higher--Dominican Republic--Evaluation
Department, Program, or Center
Hospitality and Tourism Management (CAST)
Roman, Thelma, "A Research study to determine customer service at universities in the Dominican Republic" (2000). Thesis. Rochester Institute of Technology. Accessed from
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