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

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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.
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Suggested Citation

  • Helena Alves & Mário Raposo, 2004. "La medición de la satisfacción en la enseóanza universitaria: El ejemplo de la universidade da beirainterior," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 1(1), pages 73-88, June.
    • Handle: RePEc:spr:irpnmk:v:1:y:2004:i:1:p:73-88
    DOI: 10.1007/BF02896618
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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, Journal of Consumer Research Inc., vol. 21(4), pages 695-707, March.
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    Cited by:

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    2. Maritza Katherine Galindo-Illanes & Juan Alejandro Gallegos-Mardones & Arturo Z. Vasquez-Parraga, 2021. "Explaining Loyalty in Higher Education: A Model and Comparative Analysis from the Policy of Gratuity, a Case Applied to Chile," Sustainability, MDPI, vol. 13(19), pages 1-15, September.

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    More about this item

    Keywords

    Medición de la satisfacción; enseñanza universitaria; índice de satisfacciín del alumno; Satisfaction measurement; higher eductation; student’s satisfaction index;
    All these keywords.

    JEL classification:

    • A20 - General Economics and Teaching - - Economic Education and Teaching of Economics - - - General
    • A23 - General Economics and Teaching - - Economic Education and Teaching of Economics - - - Graduate
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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