Utilize este identificador para referenciar este registo: http://hdl.handle.net/10198/11325
Título: Empirical study on the student satisfaction in higher education: importance-satisfaction analysis
Autor: Silva, Fátima H.
Fernandes, Paula O.
Palavras-chave: Customer satisfaction
Higher education institutions
Importance-satisfaction model
Data: 2012
Editora: WASET
Citação: Silva, Fátima; Fernandes, Paula O. (2012) - Empirical study on the student satisfaction in higher education: importance-satisfaction analysis. World Academy of Science, Engineering and Technology. ISSN 2010-376X. 6:6, p. 1075-1080
Resumo: The future of Higher Education Institutions (HEI) depend on their ability to attract and retain students, increase recognition and prestige. In order to respond to the 'customers' increasingly demanding, HEI need to identify the key factors that influence the satisfaction of a 'customers', thereby creating competitive advantages. These determinants of satisfaction are important elements that guide the strategy of an institution and allow the successful achievement of strategic plans, both teaching and administrative, to offer their ‘costumers’ services and products with higher quality. Following this way of thinking, the purpose of this study was to evaluate the satisfaction with the service quality of the School of Technology and Management of Bragança (ESTiG), of the Polytechnic Institute of Bragança, identifying, thus, the dimensions related to the quality of services that might influence students' satisfaction. The results showed that, in general, the students are satisfied with the performance of ESTiG.
Peer review: yes
URI: http://hdl.handle.net/10198/11325
ISSN: 2010-376X
Aparece nas colecções:ESTiG - Artigos em Revistas Não Indexados ao ISI/Scopus

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