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La medición de la satisfacción en la enseóanza universitaria: El ejemplo de la universidade da beirainterior

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  • Helena Alves

    ()

  • Mário Raposo

    ()

Abstract

Dada la importancia que la satisfacción y retención de los alumnos está adquiriendo últimamente para la supervivencia de las instituciones de enseñanza universitaria, varios investigadores han intentado encontrar formas fiables de medir esa satisfacción. Este artículo presenta una revisión de las formas tradicionales y más recientes de medir la satisfacción, con especial énfasis en los índices de satisfacción del cliente. Debido al hecho de que estos índices parecen representar las formas más fiables de medir el grado de satisfacción, se procedió al cálculo del índice de satisfacción del estudiante en la Universidade da Beira Interior (Portugal). Los resultados indicaron que la satisfacción de los alumnos en la Universidade da Beira Interior es de 54 en una escala de 1 a 100; y que esta Universidad deberá prestar especial atención a las variables imagen y valor percibido, por ser las variables que más contribuyeron a la formación del criterio de satisfacción de los alumnos en esta Universidad.

(This abstract was borrowed from another version of this item.)

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File URL: http://hdl.handle.net/10.1007/BF02896618
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Bibliographic Info

Article provided by Springer in its journal International Review on Public and Nonprofit Marketing.

Volume (Year): 1 (2004)
Issue (Month): 1 (June)
Pages: 73-88

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Handle: RePEc:spr:irpnmk:v:1:y:2004:i:1:p:73-88

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Web page: http://www.springer.com/business/journal/12208

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Related research

Keywords: Medición de la satisfacción; enseñanza universitaria; índice de satisfacciín del alumno; Satisfaction measurement; higher eductation; student’s satisfaction index;

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  1. Johnson, Michael D & Anderson, Eugene W & Fornell, Claes, 1995. " Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework," Journal of Consumer Research, University of Chicago Press, vol. 21(4), pages 695-707, March.
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