Student Satisfaction Guarantees: An Empirical Examination of Attitudes, Antecedents, and Consequences

Abstract

In guaranteeing the satisfaction of undergraduate students with the instructor’s performance, Gremler and McCollough in previous studies reported that undergraduate studentsgen erally approve of the concept of offering a student satisfaction guarantee for a course. Although they provided both qualitative and quantitative measures of students’attitudes concerning the guarantee, left unresolved is how students’ attitudes toward the guarantee might possibly affect their attitudes toward their overall classroom experience, including their attitude of the instructor’s efforts, their own efforts, and their satisfaction with classroom learning outcomes. This research presents and empirically evaluates a student satisfaction guarantee model. Lessons learned have implications not only for student satisfaction guarantees but for service guarantees in general.

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