Student Expectations: Bases For Management Intervention

The current climate in higher education suggests that students could be seen as primary customers (Hill, 1995; Thorne & Cuthbert, 1996 in Sander et al., 2000) and teachers as service providers. To ensure provision of quality service, the expectations of the student-customers as they enter into the service transaction must be known (Sander et al., 2000). Discovering what students expect of and from their university is crucial if faculty are to adjust their instructional approaches accordingly and institutions are to modify policies and practices to respond in educationally effective ways to the current generation of students (Gonyea, 2001).