Diploma research process: evaluating the service quality

Abstract

Purpose – The purpose of this study was to explore how diploma students enrolled in a research project paper report their thoughts, feelings, satisfaction, and service quality of the research process.

Design/methodology/approach – A survey using a pre-determined questionnaire was used to track the thoughts, feelings, and actions of 1,129 diploma research students during a ten-month period spanning four semesters.

Findings – Results revealed that the diploma research students experience some negative thoughts and feelings, i.e. anxiety about the research process, and they expressed some satisfaction with it.

Originality/value – These findings have important implication for research and management education courses. Helping students increase not only their positive thoughts and feelings about research but also their satisfaction level can assist with the long-term educational goal to educate management professionals who can provide high-quality services, evaluate practice, and improve practice, policy, and management of service delivery.