- May 6, 2014 @ 11:00 am – 1:00 pm
College of Education, room 481
30 Pryor Street Southwest
Georgia State University, Atlanta, GA 30303
The Modeling Public Satisfaction with School Quality: An Application of the American Customer Satisfaction Index Model
by Anita Faust Berryman
Within the education literature, satisfaction with the quality of public schools has received very little scholarly attention. Conversely, in the public administration literature, citizen satisfaction with public services has been studied since the late 1970s and in the past decade, models based on expectancy disconfirmation theory have increasingly been utilized. Of these models, the American Customer Satisfaction Index (ACSI) model goes beyond satisfaction to examine the effect of satisfaction on behavioral consequences, such as the desire to move away from a locality, which may be of inherent interest to policymakers and public managers. Using an existing data set from a public opinion poll, I will use Lisrel 9.1 to estimate structural equation models to examine the inter-relationships between the antecedents of satisfaction and the effects of satisfaction on participants desire to keep their child in their current school or to choose a different schooling option. Of the 1207 participants, 243 have children attending public schools in Georgia and 903 do not have children attending public schools. The mean age of all participants is 57 with 46 percent being male and 54 percent female. In addition to estimating structural equation models, I plan to complete cognitive interviews by telephone to gain a better understanding of the information sources utilized by participants when making satisfaction judgments regarding public schools and to gain a better understanding of the relationships between the constructs in the model. The study will make several important contributions in education and public administration, including, examining the behavioral consequences of satisfaction, the first application of the ACSI model to satisfaction with school quality, and will include the first qualitative data regarding the constructs in the model.