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

Listed author(s):
  • Helena Alves


  • Mário Raposo


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.
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Article provided by Springer & International Association of Public and Non-Profit Marketing 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
DOI: 10.1007/BF02896618
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References listed on IDEAS
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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, Oxford University Press, vol. 21(4), pages 695-707, March.
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