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La Medición De La Satisfacción En La Enseñanza Universitaria: El Ejemplo De La Universidade Da Beira Interior

  • Helena Alves

    (Universidade da Beira Interior)

  • Mário Raposo

    (Universidade da Beira Interior)

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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File URL: http://128.118.178.162/eps/hew/papers/0511/0511004.pdf
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Paper provided by EconWPA in its series HEW with number 0511004.

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Length: 15 pages
Date of creation: 15 Nov 2005
Date of revision:
Handle: RePEc:wpa:wuwphe:0511004
Note: Type of Document - pdf; pages: 15
Contact details of provider: Web page: http://128.118.178.162

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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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