Empirical Study on the Student Satisfaction in Higher Education: Importance-Satisfaction Analysis
Empirical Study on the Student Satisfaction in Higher Education: Importance-Satisfaction Analysis
复制标题
高等教育学生满意度实证研究：重要性满意度分析
DOI：
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发表时间：
2012
期刊：
影响因子：
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通讯作者：
Paula Odete
中科院分区：
文献类型：
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作者：
Silva;Fátima;Fernandes;Paula Odete
The future of Higher Education Institutions (HEI) depend on their ability to attract and retain students, increase recognition and prestige. In order to respond to the 'customers' increasingly demanding, HEI need to identify the key factors that influence the satisfaction of a 'customers', thereby creating competitive advantages. These determinants of satisfaction are important elements that guide the strategy of an institution and allow the successful achievement of strategic plans, both teaching and administrative, to offer their ‘costumers’ services and products with higher quality. Following this way of thinking, the purpose of this study was to evaluate the satisfaction with the service quality of the School of Technology and Management of Bragança (ESTiG), of the Polytechnic Institute of Bragança, identifying, thus, the dimensions related to the quality of services that might influence students' satisfaction. The results showed that, in general, the students are satisfied with the performance of ESTiG. Keywords—Customer Satisfaction; Higher Education Institutions; Importance-Satisfaction Model.
