Abstract

The Universidad Iberoamericana - UNIBE- has been using strategies to attract and maintain graduates' involvement within the university. Furthermore, UNIBE has invested financial and marketing efforts to continue being part of their lives. After attracting alumni, the association's intention is to maintain their interest and focus on enhancing customer satisfaction and customer value. The purpose of the present study is to evaluate the customer service delivered by the alumni office to 2,371 Dominican graduates so far reached. Since the foundation of the office, the university hasn't evaluated the perception and attitudes of graduates towards the service offered by alumni office. The main tools used to achieve the intended purpose of this study were surveys emailed to the entire alumni database, literature review and analysis of the best practices. According to the results of the surveys, graduates have been satisfied with the courtesy and treatment received by the staff. On the other hand, however, former students are not using the facilities they are allowed to use on campus. Finally, our findings showed that graduates are likely to participate more enthusiastically in activities where they can interact directly with former classmates or in those which offered a direct benefit, particularly Job Fairs.

Library of Congress Subject Headings

Universidad Iberoamericana (Santo Domingo, Dominican Republic). Oficina de los alumnus--Customer services--Evaluation; Universidad Iberoamericana (Santo Domingo, Dominican Republic)--Alumni and alumnae--Research; Universidad Iberoamericana (Santo Domingo, Dominican Republic)--Customer services--Case studies; Universities and colleges--Alumni and alumnae--Research; Universities and colleges--Customer services--Case studies

Publication Date

2004

Document Type

Thesis

Student Type

Graduate

Degree Name

Service Management (MS)

Department, Program, or Center

Hospitality and Tourism Management (CAST)

Advisor

James Jacobs

Advisor/Committee Member

Guillermo Graglia

Comments

Physical copy available from RIT's Wallace Library at LB2430.D66 S7 2004

Campus

RIT – Main Campus

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