Degree Name

Master of Arts (MA)

Semester of Degree Completion


Thesis Director

Douglas Bock


This study gauges customer satisfaction among subscribers of TCI of Illinois, Inc., cable company. Two research questions were formulated in order to determine the customer satisfaction levels: "Can a satisfaction instrument be generated to measure customer satisfaction among cable subscribers?" and "What are the levels of customer satisfaction among TCI of Illinois, Inc., subscribers?" Data was obtained from personal, mail and telephone surveying of a 10% random sample of Charleston cable television subscribers. The results indicate that a reliable and valid measuring device was generated and 39.5% of the respondents were satisfied with TCI overall.