Assessing college student perceptions of instructor customer service via the Quality of Instructor Service to Students (QISS) Questionnaire

This study presents the results of a three‐step project designed to: (1) identify what students perceive to be quality service as offered by instructors, (2) relate the dimensions identified to an appropriate survey instrument (the QISS) and pilot‐test the instrument, and (3) survey a stratified representative sample of the undergraduate population with the instrument. A stratified sample of students (N=457) were surveyed using the QISS questionnaire in the spring semester of 2004. The QISS is a modified SERVQUAL questionnaire. Results indicate that students consistently identify Reliability and Responsiveness as the most important dimensions of instructor service to students. Female students consistently report that their experiences with instructors do not meet their expectations. The same holds true for males but to a lesser degree. Information provided from this kind of assessment provides a means of identifying areas where student satisfaction is already strong and areas where it can be improved.