QUALIDADE, COMPROMETIMENTO E CONFIANÇA NA RETENÇÃO DE ALUNOS NO ENSINO SUPERIOR

The competitiveness generated in the service sector influences the search for understanding of the factors that contribute to the improvement of the relationship between service providers, customers and users is a recurring theme in relationship marketing. The perceived quality, trust and commitment...

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Autores principales:	Fernando de Oliveira Santini, Julio Cesar Ferro de Guimarães, Eliana Andréa Severo
Formato:	article
Lenguaje:	ES PT
Publicado:	Universidade Federal de Santa Catarina 2014
Materias:	higher education consumer behavior relationship marketing Education (General) L7-991 Special aspects of education LC8-6691
Acceso en línea:	https://doaj.org/article/97d6e7cacb73421eb5145a67558cc193
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spelling	oai:doaj.org-article:97d6e7cacb73421eb5145a67558cc1932021-11-11T15:49:46ZQUALIDADE, COMPROMETIMENTO E CONFIANÇA NA RETENÇÃO DE ALUNOS NO ENSINO SUPERIOR1983-4535https://doaj.org/article/97d6e7cacb73421eb5145a67558cc1932014-01-01T00:00:00Zhttp://www.redalyc.org/articulo.oa?id=319330058015https://doaj.org/toc/1983-4535The competitiveness generated in the service sector influences the search for understanding of the factors that contribute to the improvement of the relationship between service providers, customers and users is a recurring theme in relationship marketing. The perceived quality, trust and commitment to the company are the result of a continuous process of meeting the demands contracted by customers and users. This study aims to investigate the intensity of the links between perceived quality, trust and commitment related to retention, evaluating the moderation of marks in these relationships. The results obtained through the application of a descriptive quantitative research along with 816 students from two Higher Education Institutions (HEI) located in Caxias do Sul/RS, demonstrated significant and positive relationships on quality, trust and commitment in student retention. The moderating effect of brand HEI suggested relations and retention of students were not detectas.Fernando de Oliveira SantiniJulio Cesar Ferro de GuimarãesEliana Andréa SeveroUniversidade Federal de Santa Catarinaarticlehigher educationconsumer behaviorrelationship marketingEducation (General)L7-991Special aspects of educationLC8-6691ESPTRevista Gestão Universitária na América Latina , Vol 7, Iss 1, Pp 274-297 (2014)
institution	DOAJ
collection	DOAJ
language	ES PT
topic	higher education consumer behavior relationship marketing Education (General) L7-991 Special aspects of education LC8-6691
spellingShingle	higher education consumer behavior relationship marketing Education (General) L7-991 Special aspects of education LC8-6691 Fernando de Oliveira Santini Julio Cesar Ferro de Guimarães Eliana Andréa Severo QUALIDADE, COMPROMETIMENTO E CONFIANÇA NA RETENÇÃO DE ALUNOS NO ENSINO SUPERIOR
description	The competitiveness generated in the service sector influences the search for understanding of the factors that contribute to the improvement of the relationship between service providers, customers and users is a recurring theme in relationship marketing. The perceived quality, trust and commitment to the company are the result of a continuous process of meeting the demands contracted by customers and users. This study aims to investigate the intensity of the links between perceived quality, trust and commitment related to retention, evaluating the moderation of marks in these relationships. The results obtained through the application of a descriptive quantitative research along with 816 students from two Higher Education Institutions (HEI) located in Caxias do Sul/RS, demonstrated significant and positive relationships on quality, trust and commitment in student retention. The moderating effect of brand HEI suggested relations and retention of students were not detectas.
format	article
author	Fernando de Oliveira Santini Julio Cesar Ferro de Guimarães Eliana Andréa Severo
author_facet	Fernando de Oliveira Santini Julio Cesar Ferro de Guimarães Eliana Andréa Severo
author_sort	Fernando de Oliveira Santini
title	QUALIDADE, COMPROMETIMENTO E CONFIANÇA NA RETENÇÃO DE ALUNOS NO ENSINO SUPERIOR
title_short	QUALIDADE, COMPROMETIMENTO E CONFIANÇA NA RETENÇÃO DE ALUNOS NO ENSINO SUPERIOR
title_full	QUALIDADE, COMPROMETIMENTO E CONFIANÇA NA RETENÇÃO DE ALUNOS NO ENSINO SUPERIOR
title_fullStr	QUALIDADE, COMPROMETIMENTO E CONFIANÇA NA RETENÇÃO DE ALUNOS NO ENSINO SUPERIOR
title_full_unstemmed	QUALIDADE, COMPROMETIMENTO E CONFIANÇA NA RETENÇÃO DE ALUNOS NO ENSINO SUPERIOR
title_sort	qualidade, comprometimento e confiança na retenção de alunos no ensino superior
publisher	Universidade Federal de Santa Catarina
publishDate	2014
url	https://doaj.org/article/97d6e7cacb73421eb5145a67558cc193
work_keys_str_mv	AT fernandodeoliveirasantini qualidadecomprometimentoeconfiancanaretencaodealunosnoensinosuperior AT juliocesarferrodeguimaraes qualidadecomprometimentoeconfiancanaretencaodealunosnoensinosuperior AT elianaandreasevero qualidadecomprometimentoeconfiancanaretencaodealunosnoensinosuperior
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QUALIDADE, COMPROMETIMENTO E CONFIANÇA NA RETENÇÃO DE ALUNOS NO ENSINO SUPERIOR

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