IDEAS home Printed from https://ideas.repec.org/p/wpa/wuwphe/0511004.html
   My bibliography  Save this paper

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

Author

Listed:
  • Helena Alves

    (Universidade da Beira Interior)

  • Mário Raposo

    (Universidade da Beira Interior)

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.

Suggested Citation

  • Helena Alves & Mário Raposo, 2005. "La Medición De La Satisfacción En La Enseñanza Universitaria: El Ejemplo De La Universidade Da Beira Interior," HEW 0511004, University Library of Munich, Germany.
    • Handle: RePEc:wpa:wuwphe:0511004
    Note: Type of Document - pdf; pages: 15
    as

    Download full text from publisher

    File URL: https://econwpa.ub.uni-muenchen.de/econ-wp/hew/papers/0511/0511004.pdf
    Download Restriction: no
    ---><---

    Other versions of this item:

    References listed on IDEAS

    as
    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.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. 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.
    2. Pop Ciprian Marcel & Băcilă Mihai Florin & Slevaș-Stanciu Clarisa Doriana, 2018. "Students’ Total Experience within a Romanian Public University," Marketing – from Information to Decision Journal, Sciendo, vol. 1(1), pages 29-40, January.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Wasib B Latif & Md. Aminul Islam & Idris Bin Mohd Noor, 2014. "A Conceptual Framework to Build Brand Loyalty in the Modern Marketing Environment," Journal of Asian Scientific Research, Asian Economic and Social Society, vol. 4(10), pages 547-557, October.
    2. Andreas Herrmann & Michael D. Johnson, 1999. "Die Kundenzufriedenheit als Bestimmungsfaktor der Kundenbindung," Schmalenbach Journal of Business Research, Springer, vol. 51(6), pages 579-598, June.
    3. Yeung, Matthew C.H. & Ramasamy, Bala & Chen, Junsong & Paliwoda, Stan, 2013. "Customer satisfaction and consumer expenditure in selected European countries," International Journal of Research in Marketing, Elsevier, vol. 30(4), pages 406-416.
    4. Yu-Te Tu & Yu-Yi Chang, 2011. "Relationships among Service Quality, Customer Satisfaction and Customer Loyalty in Chain Restaurant," Information Management and Business Review, AMH International, vol. 3(5), pages 273-282.
    5. Lo, Ada & Qu, Hailin, 2015. "A theoretical model of the impact of a bundle of determinants on tourists’ visiting and shopping intentions: A case of mainland Chinese tourists," Journal of Retailing and Consumer Services, Elsevier, vol. 22(C), pages 231-243.
    6. Babin, Barry J. & Griffin, Mitch, 1998. "The nature of satisfaction: An updated examination and analysis," Journal of Business Research, Elsevier, vol. 41(2), pages 127-136, February.
    7. Bobinaite Viktorija & Zuters Jānis, 2016. "Modelling Electricity Price Expectations in a Day-Ahead Market: A Case of Latvia," Economics and Business, Sciendo, vol. 29(1), pages 12-26, August.
    8. Yu-Te Tu & Heng-Chi Chih, 2013. "An Empirical Study of Corporate Brand Image, Customer Perceived Value and Satisfaction on Loyalty in Shoe Industry," Journal of Economics and Behavioral Studies, AMH International, vol. 5(7), pages 469-483.
    9. Walczuch, R.M. & Hofmaier, K., 2000. "Measuring customer satisfaction on the Internet," Research Memorandum 051, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
    10. Huifeng Pan & Hong-Youl Ha, 2022. "An Empirical Test of Educational Donors’ Satisfaction Levels in Donating for Education before and after the COVID-19 Era," Sustainability, MDPI, vol. 14(19), pages 1-11, October.
    11. Ghanbarpour, Tohid & Gustafsson, Anders, 2022. "How do corporate social responsibility (CSR) and innovativeness increase financial gains? A customer perspective analysis," Journal of Business Research, Elsevier, vol. 140(C), pages 471-481.
    12. John S. Chen & David C. Croson & Daniel W. Elfenbein & Hart E. Posen, 2018. "The Impact of Learning and Overconfidence on Entrepreneurial Entry and Exit," Organization Science, INFORMS, vol. 29(6), pages 989-1009, December.
    13. Alisa Kazakova & Meerim Karimova & Insin Kim, 2021. "Examining Rapport with Local People, International Students’ Roles through Travel Experience and Sustainable Tourism," Sustainability, MDPI, vol. 13(17), pages 1-15, September.
    14. Auh, Seigyoung & Johnson, Michael D., 2005. "Compatibility effects in evaluations of satisfaction and loyalty," Journal of Economic Psychology, Elsevier, vol. 26(1), pages 35-57, February.
    15. Han, Heesup & Hyun, Sunghyup Sean, 2015. "Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness," Tourism Management, Elsevier, vol. 46(C), pages 20-29.
    16. Jin, Ying & Su, Meng, 2009. "Recommendation and repurchase intention thresholds: A joint heterogeneity response estimation," International Journal of Research in Marketing, Elsevier, vol. 26(3), pages 245-255.
    17. Roland T. Rust & Tuck Siong Chung, 2006. "Marketing Models of Service and Relationships," Marketing Science, INFORMS, vol. 25(6), pages 560-580, 11-12.
    18. Asim Ansari & Kamel Jedidi & Sharan Jagpal, 2000. "A Hierarchical Bayesian Methodology for Treating Heterogeneity in Structural Equation Models," Marketing Science, INFORMS, vol. 19(4), pages 328-347, August.
    19. Jinhong Xie & Steven M. Shugan, 2001. "Electronic Tickets, Smart Cards, and Online Prepayments: When and How to Advance Sell," Marketing Science, INFORMS, vol. 20(3), pages 219-243, June.
    20. Ioannis Ioannou & George Kassinis & Giorgos Papagiannakis, 2023. "The Impact of Perceived Greenwashing on Customer Satisfaction and the Contingent Role of Capability Reputation," Journal of Business Ethics, Springer, vol. 185(2), pages 333-347, June.

    More about this item

    Keywords

    Medición de la Satisfacción; Enseñanza Universitaria; Índice de Satisfacción del alumno.;
    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

    NEP fields

    This paper has been announced in the following NEP Reports:

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:wpa:wuwphe:0511004. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: EconWPA (email available below). General contact details of provider: https://econwpa.ub.uni-muenchen.de .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.