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A Qualidade Dos Serviços Prestados Por Uma Ies E a Satisfação Dos Alunos No Contexto Do Curso De Administração / the Quality of Services Provided by an Hei and the Satifaction of Students on the Business Administration Course
| Content Provider | Semantic Scholar |
|---|---|
| Author | Milan, Gabriel S. Corso, Anderson Larentis, Fabiano Toni, Deonir De Eberle, Luciene Lazzari, Fernanda |
| Copyright Year | 2016 |
| Abstract | O estudo teve como objetivo identificar os atributos e as dimensoes (fatores) da qualidade dos servicos prestados por uma Instituicao de Ensino Superior (IES) que impactam na satisfacao dos alunos do curso de Administracao. A pesquisa foi desenvolvida por meio de uma pesquisa quantitativo-descritiva, elaborando-se um questionario estruturado, aplicado aos alunos do curso de graduacao em Administracao, resultando em 346 casos validos. Por meio da Analise Fatorial, os atributos foram agrupados em seis dimensoes: Corpo Docente e Curriculo, Imagem e Reputacao da IES, Valor Percebido, Limpeza das Instalacoes, Atendimento aos Alunos e Seguranca. Verificou-se, tambem, a satisfacao geral dos alunos e sua propensao a retencao na IES. Por meio da Analise de Cluster, embora tenham sido identificados dois clusters, sendo o Cluster 1 com predominância de alunos do sexo feminino, verificou-se que os aspectos demograficos e a evolucao curricular (tempo de curso) nao serviram para a caracterizacao e para a diferenciacao dos mesmos. Quanto as medias relativas a satisfacao geral dos alunos e a sua propensao em relacao a retencao na IES, o Cluster 2 apresentou medias superiores (5,0 e 5,2) a media geral (4,4 e 4,6) e as madias do Cluster 1 (3,7 e 3,8). Palavras-chave: Qualidade em servicos. Dimensoes da qualidade em servicos. Satisfacao dos alunos. Abstract The study aimed to identify the attributes and quality dimensions (factors) of services provided by a Higher Education Institution (HEI) that impacted on the satisfaction of tudents of the Business Administration course. The research was developed by means a quantitative and escriptive study. A structured questionnaire was created, which was applied to the students of the degree course in Business Administration, resulting in 346 valid cases. Using Factor Analysis, the attributes identified were grouped into six analytical dimensions: Faculty and Curriculum, Image and Reputation of the HEI, Perceived Value, Cleanliness of Facilities, Students Services, and Safety. The students’ overall satisfaction, and their tendency to remain in the HEI (student retention) were also identified. In the Cluster Analysis, although two clusters have been identified, Cluster 1 consisting mainly of female students, it was found that demographic aspects and curricular development (time on the course) did not serve to characterize and differentiate these clusters. In relation to students’ overall satisfaction average and their tendency to remain in the HEI (student retention), Cluster 2 presented higher averages (5.0 and 5.2) compared to the overall average (4.4 and 4.6), and the averages of Cluster 1 (3.7 and 3.8). Keywords: Service quality. Service quality dimensions. Student satisfaction. |
| Starting Page | 538 |
| Ending Page | 552 |
| Page Count | 15 |
| File Format | PDF HTM / HTML |
| DOI | 10.14210/alcance.v22n4.p538-552 |
| Volume Number | 22 |
| Alternate Webpage(s) | https://siaiap32.univali.br/seer/index.php/ra/article/download/6830/pdf |
| Alternate Webpage(s) | https://doi.org/10.14210/alcance.v22n4.p538-552 |
| Language | English |
| Access Restriction | Open |
| Content Type | Text |
| Resource Type | Article |
