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An Investigation and Prediction of Customer Satisfaction (Teachers) Status Based on the Communication Skills Component of Administrative Staff in the Education

Khatereh Azimi Kohan and Akram Biglari Alvan

This study aimed to determine the status of communication skills and predict customer satisfaction (teachers) in first education zone of Ardabil area (Iran) using descriptive correlation research techniques. Sample size 292 individuals among all teachers, an education area, which are selected through multi-stage random sampling, based on the Cochran formula. Measuring means included SERVQUAL satisfaction surveys and researcher made communication skills of staff obtained from the management questionnaire. Validity of the questionnaires were analyzed and calculated. Using T-test and stepwise regression analysis suggests that, the communication skills of administrative staff a customer satisfaction are at average level. Stepwise regression analysis showed, respectively, increased empathy, verbal / non verbal, feedback; and notification rate will also increase customer satisfaction.