Please use this identifier to cite or link to this item: http://hdl.handle.net/10198/7120
Title: Importance-performance analysis as a tool in evaluating higher education service quality: the empirical results of ESTiG (IPB)
Authors: Silva, Fátima H.
Fernandes, Paula O.
Keywords: Importance-performance analysis
Higher education
Students perceptions
Bragança Polytechnic Institute
Issue Date: 2011
Publisher: Khalid S. Soliman
Citation: Silva, Fátima; Fernandes, Paula O. (2011) - Importance-performance analysis as a tool in evaluating higher education service quality: the empirical results of ESTiG (IPB). In The 17th International Business Information Management Association Conference. University of Pavia. Milan, Italy. ISBN: 978-0-9821489-6-6 (CD-ROM).
Abstract: Effective management depends on the ability to assess the quality of services provided. The models of quality management are applied in business and has been adapted for use in the education sector, based on the experiences lived by the students. Based on the literature review and empirical study, following the Importance-Performance Analysis, this study identifies the strengths and weaknesses of the School of Technology and Management of Bragança, from the perspectives and perceptions of students who attend the school. According to the results obtained it was concluded that students were satisfied with the performance and quality of services provided by the institution.
Peer review: yes
URI: http://hdl.handle.net/10198/7120
ISBN: 978-0-9821489-6-6
Publisher Version: http://www.ibima.org/
Appears in Collections:DEG - Publicações em Proceedings Indexadas ao ISI/Scopus

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