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Analysis οf the Relationship between Perceived Service Performance and Students' Socioeconomic and Demographic Characteristics: A Study of a Private Technical School

Author

Listed:
  • Rodrigo Censi
  • Sandro Vieira Soares
  • Ivone Junges
  • Gabriel Oscar Cremona Parma
  • Rafael Tezza
  • Jose Baltazar Salgueirinho Osorio de Andrade Guerra

Abstract

Purpose: This study analyzed the relationship between service performance and students' socioeconomic and demographic characteristics at a private technical school in Florianópolis. Design/Methodology/Approach: The research was quantitative, descriptive, and survey-type. It used an adapted HEdPERF questionnaire with 35 items. It employed the Osgood semantic differential scale, a final sample of 197 respondents, reliability and fit indices in line with the literature, and analysis using descriptive statistics, ANOVA, and Tukey's post-hoc test. Findings: The results show differences in the perception of course quality according to the variables Shift, Sex, Schooling, Number of children, Semester, and Income of the students. These findings are partially in line with previous literature. On the other hand, results indicate there is no difference in the perception of course quality according to the variables Course, Race, Marital Status, Age, Number of Dependents, and Nature of High School. These findings are partially in line with the reviewed literature. Practical Implications: The findings of this research will enable technical course managers to develop actions focused on the profiles of students who are most critical to service performance. Originality/Value: These findings are partially in line with the reviewed literature.

Suggested Citation

  • Rodrigo Censi & Sandro Vieira Soares & Ivone Junges & Gabriel Oscar Cremona Parma & Rafael Tezza & Jose Baltazar Salgueirinho Osorio de Andrade Guerra, 2024. "Analysis οf the Relationship between Perceived Service Performance and Students' Socioeconomic and Demographic Characteristics: A Study of a Private Technical School," European Research Studies Journal, European Research Studies Journal, vol. 0(3), pages 437-459.
    • Handle: RePEc:ers:journl:v:xxvii:y:2024:i:3:p:437-459
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    References listed on IDEAS

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    1. Roberta Pinna & Gianfranco Cicotto & Hosein Jafarkarimi, 2023. "Student’s Co-Creation Behavior in a Business and Economic Bachelor’s Degree in Italy: Influence of Perceived Service Quality, Institutional Image, and Loyalty," Sustainability, MDPI, vol. 15(11), pages 1-20, June.
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    1. Marelby Amado & Alfredo Guzmán & Fernando Juarez, 2023. "Relationship between perceived value, student experience, and university reputation: structural equation modeling," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-13, December.

    More about this item

    Keywords

    Quality of service; HEdPerf; technical education.;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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