The Utilization of a Formalized Complaint Management System as a Communication Tool to Foster Student Success

The Utilization of a Formalized Complaint Management System as a Communication Tool to Foster Student Success

Corey Carpenter (Northcentral University, USA) and Peter D. Bradley (Northcentral University, USA)
DOI: 10.4018/978-1-5225-2682-7.ch004
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Abstract

The field of Higher Education is experiencing a revolution spurred on by the expanding frontier of technology. Leaders of higher education institutions seek to improve student communication processes which will positively impact the student experience. Effective communication strategies are needed which can effectively be used in times of conflict at institutions of higher education. This quantitative study examined a series of predictors, both individually and collectively, as they related to the number of additional classes students completed after the conflict had occurred.
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Research Questions

The following research questions were used in this study:

  • Q1. What is the relationship between each of the individual independent/predictor variables (type of complaint process [2012 to 2013 versus 2014 to 2015], classes completed, GPA, current degree program, and use of tuition assistance) and the number of classes in the program in which the student remains after the formal complaint?

  • H10. None of the individual independent/predictor variables (type of complaint process [2012 and 2013 versus 2014 and 2015], classes completed, GPA, current degree program, and use of tuition assistance) will be related to the number of classes in the program in which the student remains after the formal complaint.

  • H1a. At least one of the individual independent/predictor variables (type of complaint process [2012 and 2013 versus 2014 and 2015], classes completed, GPA, current degree program, and use of tuition assistance) will be related to the number of classes in the program in which the student remains after the formal complaint.

Statistical Test: Pearson Correlations

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