A Satisfação dos Estudantes com a Qualidade dos Serviços Prestados pelas Universidades Federais Brasileiras: proposição de um modelo de avaliação baseado no ECSI
DOI:
https://doi.org/10.21118/apgs.v15i1.13557Abstract
- Research Objective: The paper proposes and tests a model to evaluate objectively the satisfaction of students enrolled in Brazilian public universities.
- Theoretical framework: The model is composed by six dimensions of analysis (institutional image, expectations, perceived quality, satisfaction, complaints, and trust), and was adapted from the American Customer Satisfaction Index and the European Customer Satisfaction Index for the context of Brazilian public universities.
- Methodology: The work analyzes a sample of 277 questionnaires, collected by convenience among students enrolled in a federal university, whose data were analyzed through Structural Equation Modeling performed with the Smart-PLS-3.3.3 package.
- Results: Eight of the nine research hypotheses tested were confirmed, and all the constructs showed acceptable indices of reliability and convergent, discriminant and nomological validity.
- Originality: The study extends knowledge by testing an innovative model, in which satisfaction is linked to trust and not to the monetary compensation, as in traditional models.
- Theoretical and practical contributions: The work also innovates by proposing a method for evaluating student satisfaction, which allows inferring the evaluation of courses or entire groups, from the estimation of confidence intervals of sample means, a tool that could be of great use for managers of free universities.
Downloads
Published
How to Cite
Issue
Section
License
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 Unported License.
Authors who publish in the Journal of Public Administration and Management Social (APGS) must agree to the following terms:
• Authors retain copyright and give the journal the rightof first publication with the work simultaneously licensed underthe Creative Commons Attribution License, permitting sharingwork with the recognition of the work of authorship and publicationstarting in this journal.
• Authors have authorization to assume additional contractsseparately for non-exclusive distribution of the work releasepublished in this journal (eg. publish in institutional repositories oras a book), with an acknowledgment of its publicationstarting this journal.
• Authors are permitted and encouraged to post theirwork online (eg, in institutional repositories or on their websitepersonnel) at any point before or during the submission process, asit can generate criticism and helpful suggestions, as well asincrease the impact and citation of published work.
• Authors reserve the right of the editors of this journal to make in theoriginal works, alterations of normative order, orthographic andgrammatical, aiming at complying with its editorial policy and keep thedefault cult of language, respecting, however, the authors' style.
• Authors assume exclusive responsibility for their opinionsgiven in the articles published in this journal.
