ATRIBUTOS DE QUALIDADE DOS SERVIÇOS PRESTADOS POR UMA IES E OS FATORES QUE IMPACTAM NA SATISFAÇÃO DOS ALUNOS DO CURSO DE GRADUAÇÃO EM ADMINISTRAÇÃO

This paper presents a study a bout how to identify the attributes and services quality dimensions (factors), provided by a Higher Education Institution (HEI) that impact in the students of the Administration course’ satisfaction. The operationalization of the research was carried out i nitially by m...

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Autores principales:	Gabriel Sperandio Milan, Fabiano Larentis, Anderson Corso, Luciene Eberle, Fernanda Lazzari, Deonir De Toni
Formato:	article
Lenguaje:	ES PT
Publicado:	Universidade Federal de Santa Catarina 2014
Materias:	services quality services quality dimensions customer satisfaction educational services educational services management Education (General) L7-991 Special aspects of education LC8-6691
Acceso en línea:	https://doaj.org/article/9d24da3fd39c4a00b069aa70f53a7c48
Etiquetas:	Agregar Etiqueta Sin Etiquetas, Sea el primero en etiquetar este registro!

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spelling	oai:doaj.org-article:9d24da3fd39c4a00b069aa70f53a7c482021-11-11T15:49:46ZATRIBUTOS DE QUALIDADE DOS SERVIÇOS PRESTADOS POR UMA IES E OS FATORES QUE IMPACTAM NA SATISFAÇÃO DOS ALUNOS DO CURSO DE GRADUAÇÃO EM ADMINISTRAÇÃO1983-4535https://doaj.org/article/9d24da3fd39c4a00b069aa70f53a7c482014-01-01T00:00:00Zhttp://www.redalyc.org/articulo.oa?id=319332709016https://doaj.org/toc/1983-4535This paper presents a study a bout how to identify the attributes and services quality dimensions (factors), provided by a Higher Education Institution (HEI) that impact in the students of the Administration course’ satisfaction. The operationalization of the research was carried out i nitially by means an qualitative study with exploratory character, with application of seventeen individual interviews, using a semi - structured approach. A set of questions was applied. The interviews were analyzed using content analysis and ended up gener ating attributes (items or observable variables) that can be considered intrinsic to the services quality provided by a HEI. Based on attributes identified in the qualitative research, a structured questionnaire was applied for the students of the Administ ration course and resulted in 346 valid cases. Through factor analysis, the attributes identified were grouped into six analytical dimensions or factors: faculty and curriculum, image and reputation of the HEI, value, cleanliness of facilities, student ser vices and safety. Moreover, by means of multiple linear regression it was possible to explain 52% of the overall student satisfaction according to four factors.Gabriel Sperandio MilanFabiano LarentisAnderson CorsoLuciene EberleFernanda LazzariDeonir De ToniUniversidade Federal de Santa Catarinaarticleservices qualityservices quality dimensionscustomer satisfactioneducational serviceseducational services managementEducation (General)L7-991Special aspects of educationLC8-6691ESPTRevista Gestão Universitária na América Latina , Vol 7, Iss 3, Pp 291-312 (2014)
institution	DOAJ
collection	DOAJ
language	ES PT
topic	services quality services quality dimensions customer satisfaction educational services educational services management Education (General) L7-991 Special aspects of education LC8-6691
spellingShingle	services quality services quality dimensions customer satisfaction educational services educational services management Education (General) L7-991 Special aspects of education LC8-6691 Gabriel Sperandio Milan Fabiano Larentis Anderson Corso Luciene Eberle Fernanda Lazzari Deonir De Toni ATRIBUTOS DE QUALIDADE DOS SERVIÇOS PRESTADOS POR UMA IES E OS FATORES QUE IMPACTAM NA SATISFAÇÃO DOS ALUNOS DO CURSO DE GRADUAÇÃO EM ADMINISTRAÇÃO
description	This paper presents a study a bout how to identify the attributes and services quality dimensions (factors), provided by a Higher Education Institution (HEI) that impact in the students of the Administration course’ satisfaction. The operationalization of the research was carried out i nitially by means an qualitative study with exploratory character, with application of seventeen individual interviews, using a semi - structured approach. A set of questions was applied. The interviews were analyzed using content analysis and ended up gener ating attributes (items or observable variables) that can be considered intrinsic to the services quality provided by a HEI. Based on attributes identified in the qualitative research, a structured questionnaire was applied for the students of the Administ ration course and resulted in 346 valid cases. Through factor analysis, the attributes identified were grouped into six analytical dimensions or factors: faculty and curriculum, image and reputation of the HEI, value, cleanliness of facilities, student ser vices and safety. Moreover, by means of multiple linear regression it was possible to explain 52% of the overall student satisfaction according to four factors.
format	article
author	Gabriel Sperandio Milan Fabiano Larentis Anderson Corso Luciene Eberle Fernanda Lazzari Deonir De Toni
author_facet	Gabriel Sperandio Milan Fabiano Larentis Anderson Corso Luciene Eberle Fernanda Lazzari Deonir De Toni
author_sort	Gabriel Sperandio Milan
title	ATRIBUTOS DE QUALIDADE DOS SERVIÇOS PRESTADOS POR UMA IES E OS FATORES QUE IMPACTAM NA SATISFAÇÃO DOS ALUNOS DO CURSO DE GRADUAÇÃO EM ADMINISTRAÇÃO
title_short	ATRIBUTOS DE QUALIDADE DOS SERVIÇOS PRESTADOS POR UMA IES E OS FATORES QUE IMPACTAM NA SATISFAÇÃO DOS ALUNOS DO CURSO DE GRADUAÇÃO EM ADMINISTRAÇÃO
title_full	ATRIBUTOS DE QUALIDADE DOS SERVIÇOS PRESTADOS POR UMA IES E OS FATORES QUE IMPACTAM NA SATISFAÇÃO DOS ALUNOS DO CURSO DE GRADUAÇÃO EM ADMINISTRAÇÃO
title_fullStr	ATRIBUTOS DE QUALIDADE DOS SERVIÇOS PRESTADOS POR UMA IES E OS FATORES QUE IMPACTAM NA SATISFAÇÃO DOS ALUNOS DO CURSO DE GRADUAÇÃO EM ADMINISTRAÇÃO
title_full_unstemmed	ATRIBUTOS DE QUALIDADE DOS SERVIÇOS PRESTADOS POR UMA IES E OS FATORES QUE IMPACTAM NA SATISFAÇÃO DOS ALUNOS DO CURSO DE GRADUAÇÃO EM ADMINISTRAÇÃO
title_sort	atributos de qualidade dos serviços prestados por uma ies e os fatores que impactam na satisfação dos alunos do curso de graduação em administração
publisher	Universidade Federal de Santa Catarina
publishDate	2014
url	https://doaj.org/article/9d24da3fd39c4a00b069aa70f53a7c48
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ATRIBUTOS DE QUALIDADE DOS SERVIÇOS PRESTADOS POR UMA IES E OS FATORES QUE IMPACTAM NA SATISFAÇÃO DOS ALUNOS DO CURSO DE GRADUAÇÃO EM ADMINISTRAÇÃO

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