The Study Of The Relationship Of Student Perception On Instructor Customer Service: Retention Rates Of Freshman Education Majors Attending Historically Black Universities In Louisia

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TABLE OF CONTENTS

CHAPTER 1: INTRODUCTION1

Background of the study1

Retention Rates2

Problem Definition3

Purpose of the Study4

Theoretical framework or conceptual framework (with model)4

Research hypothesis5

Research questions5

Sub research questions5

Significance of the research6

Assumptions and Delimitations6

Limitations7

Operational definitions of variables7

Student Perception Of Quality Service7

Instructor Customer Service7

Retention8

CHAPTER 2: LITERATURE REVIEW9

Theoretical framework9

Students perception and retention12

Student support and retention13

Instructor customer service and retention15

CHAPTER 3: METHODOLOGY18

Research design methods18

Design and Population20

Sample and Site20

Data gathering procedures/Access and permissions20

Data Analysis Procedures21

Research Variables21

Hypothesis21

Methods Of Validation And Reliability22

Potential Ethical Issues24

REFERENCES27

APPENDIX30

Questionnaire30

CHAPTER 1: INTRODUCTION

Background of the study

In recent years, concern has grown about low retention rates at Black Universities in Louisia. Of particular interest are ethnic minority students (Craig, 2003). Although students of all races contribute to low retention rates, freshman education majors attending historically black universities in particular consistently have demonstrated lower graduation rates than students of other races. Retention of freshman education majors attending historically black universities is a crisis and in this research there is going to make a difference in the lives of freshman education majors attending historically black universities in Louisia.

In this research study, the information about the student retention rates and the institutions are being explained in detail. The study will help in comprehending the reasons behind low students' retention rates and the role of parents (Tinto, 1997). Majority of the black universities are facing challenges in terms of retaining their students in the 21st century. In the higher educational institutions, the blacks are facing some issues of underrepresentation as well as the graduation rate is also low in comparison of white ones in the past 5 years. According to the latest research there are only 40% of the blacks who went to college.

There is a serious concern regarding the retention rates of students at American universities. In the black universities there are students who belong to different ethnic backgrounds contribute towards low retention rates. The research has proved that the African and American students specially depicted the low rates of graduation than the other races' students. During the launch of the campaign i.e. introduce the innovative campaign; the president of the US depicted his concern over the low students' retention rates of the African American students in the black universities. President Obama in order to make the situation better he decided to allocate funds for it. The reason of allocating funds is to ameliorate the student retention rates in universities. The student retention's decreasing trend has a direct impact on the employment rate of the population, not only on this but also on the African American living conditions (Ary, Sorenson, 2009). According to the research there are more than half of the African American populations who do not complete their studies in the higher education. according to the research the potential life time earning for those African American population dropouts is around $270,000, this is in comparison to those who are graduates is less ...