The purpose of this study was to find out what the student customers of Campus Auxiliary Services have as their perceptions of the services provided by the corporation, and also if there is a communication gap between the corporation and their student customers. The question of whether there is a gap between what the customers expect and what they receive was also studied. The population studied consisted of student customers, Resident Advisors, and the Salaried CAS/Dining Service employees. A ten item perception questionnaire was given to CAS /Dining Service employees and also to the SUNY Geneseo Resident Advisors. A twenty two item perception questionnaire was distributed to eight hundred student customers of CAS, through the dining units at specified meal periods. The responses from the three groups surveyed were informative and covered a wide range of opinions. A SPSS, statistical package for the social sciences, was used for the analysis of the data provided by the student customers. It became apparent from the written questionnaire responses and from the student surveys that the student customers of CAS/ Dining Services have a negative perception of the corporation which is caused by a communication gap. The services provided by the corporation, and the purpose of the corporation are very unclear to the customers. The Resident Advisers, who are supported by CAS, and who function as a communication avenue between CAS and the student customers, are a key group of individuals who do not understand the corporation. Increasing communication between CAS and the Resident Advisers should become an immediate goal for CAS.
Library of Congress Subject Headings
Universities and colleges--Food service--Management--Case studies; Customer services--Management--Case studies; Food service management--Case studies
Department, Program, or Center
School of Food, Hotel and Tourism Management (CAST)
Crocker, Marylynne, "An evaluation to determine if there is a communication gap between campus auxiliary services and their student customers" (1993). Thesis. Rochester Institute of Technology. Accessed from
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