Sectores académicos que interfieren la satisfacción del estudiante en la educación superior
Resumen
La educación superior brasileña se ha incrementado principalmente con la participación de instituciones privadas. Los datos recientes demuestran el alto grado de abandono y abandono por parte del alumno, que afecta tanto el sesgo personal, profesional y emocional del alumno, como los problemas organizativos y financieros de la institución. Saber qué interfiere con la satisfacción de los estudiantes es una forma de reducir las tasas de deserción escolar, así como lograr que los estudiantes se involucren más en su elección académica. Ante esto, el presente estudio realizó una encuesta de los sectores que deberían ser analizados y entrevistó a 44 estudiantes universitarios de las áreas de ‘Salud’, ‘Humanos’ y ‘Exactos’. Se enfatiza que varios factores interfieren con la satisfacción del estudiante. En este sentido, la investigación tuvo como resultado principal la categoría ‘Académica’, especialmente con respecto a la ‘calidad de la enseñanza’ y el ‘maestro’, pero también el ‘servicio’, la ‘estructura física’ y la ‘relación’ con el alumno. Como resultado principal, los sectores ‘Académico’ y ‘Docente’ fueron los puntos principales considerados para la satisfacción del estudiante de educación superior y las evaluaciones son espontáneas e influenciadas por el contexto.
Descargas
Citas
Aldemir, C., & Gülcan, Y. (2004). Student satisfaction in higher education: a Turkish case. Higher Education Management and Policy, 16(2), 109-122. doi: 10.1787/hemp-v16-art19-en
Aldridge, S., & Rowley, J. (1998). Measuring customer satisfaction in higher education. Quality Assurance in Education, 6(4), 197-204. doi: 10.1108/09684889810242182
Appleton-Knapp, S. L., & Krentler, K. A. (2006). Measuring student expectations and their effects on satisfaction: the importance of managing student expectations. Journal of Marketing Education, 28(3), 254-264. doi: 10.1177/0273475306293359
Asubonteng, P., McCleary, K. J., & Swan, J. E. (1996). SERVQUAL revisited: a critical review of service quality. Journal of Services Marketing, 10(6), 62-81. doi: 10.1108/08876049610148602
Athiyaman, A. (1997). Linking student satisfaction and service quality perceptions: the case of university education. European Journal of Marketing, 31(7), 528-540. doi: 10.1108/03090569710176655
Banwet, D. K., & Datta, B. (2003). A study of the effect of perceived lecture quality on post‐lecture intentions. Work Study, 52(5), 234-243. doi: 10.1108/00438020310485967
Bauman, Z. (2008). Vida para consumo: a transformação das pessoas em mercadoria. Rio de Janeiro, RJ: Zahar.
Bigné, E., Moliner, M. A., & Sánchez, J. (2003). Perceived quality and satisfaction in multiservice organisa-tions: the case of Spanish public services. Journal of Services Marketing, 17(4), 420-442. doi: 10.1108/08876040310482801
Brandl, K., Mandel, J., & Winegarden, B. (2017). Student evaluation team focus groups increase students’ satisfaction with the overall course evaluation process. Medical Education, 51(2), 215-227. doi: 10.1111/medu.13104
Brown, S. W., & Swartz, T. A. (1989). A gap analysis of professional service quality. Journal of Marketing, 53(2), 92-98. doi: 10.2307/1251416
Browne, B. A., Kaldenberg, D. O., Browne, W. G., & Brown, D. J. (1998). Student as customer: factors affecting satisfaction and assessments of institutional quality. Journal of Marketing for Higher Education, 8(3), 1-14. doi: 10.1300/J050v08n03_01
Buttle, F. (1996). SERVQUAL: review, critique, research agenda. European Journal of Marketing, 30(1), 8-32. doi: 10.1108/03090569610105762
Canclini, N. G. (1999). Consumidores e cidadãos: conflitos multiculturais da globalização (4 ed.). Rio de Janeiro, RJ: UFRJ.
Cheng, Y. C., & Tam, W. M. (1997). Multi‐models of quality in education. Quality Assurance in Education, 5(1), 22-31. doi: 10.1108/09684889710156558
Demo, P. (2000). Ambivalências da sociedade da informação. Ciência da Informação, 29(2), 37-42.
doi: 10.1590/S0100-19652000000200005
DeShields, O. W., Kara, A., & Kaynak, E. (2005). Determinants of business student satisfaction and retention in higher education: applying Herzberg's two‐factor theory. International Journal of Educational Management, 19(2), 128-139. doi: 10.1108/09513540510582426
Douglas, J., Douglas, A., & Barnes, B. (2006). Measuring student satisfaction at a UK university. Quality Assur-ance in Education, 14(3), 251-267. doi: 10.1108/09684880610678568
Elliott, K. M., & Shin, D. (2002). Student satisfaction: an alternative approach to assessing this important concept. Journal of Higher Education Policy and Management, 24(2), 197-209. doi: 10.1080/1360080022000013518
Espeland, V., & Indrehus, O. (2003). Evaluation of students’ satisfaction with nursing education in Norway. Journal of Advanced Nursing, 42(3), 226-236. doi: 10.1046/j.1365-2648.2003.02611.x
Gallarza, M. G., & Saura, I. G. (2006). Value dimensions, perceived value, satisfaction and loyalty: an investiga-tion of university students’ travel behaviour. Tourism Management, 27(3), 437-452.
doi: 10.1016/j.tourman.2004.12.002
Galloway, L. (1998). Quality perceptions of internal and external customers: a case study in educational ad-ministration. The TQM Magazine, 10(1), 20-26. doi: 10.1108/09544789810197774
Gibson, A. (2010). Measuring business student satisfaction: a review and summary of the major predictors. Journal of Higher Education Policy and Management, 32(3), 251-259. doi: 10.1080/13600801003743349
Ham, L., & Hayduk, S. (2003). Gaining competitive advantages in higher education: analyzing the gap between expectations and perceptions of service quality. International Journal of Value-Based Management, 16(3), 223-242. doi: 10.1023/A:1025882025665
Hampton, G. M. (1993). Gap analysis of college student satisfaction as a measure of professional service quality. Journal of Professional Services Marketing, 9(1), 115-128. doi: 10.1300/J090v09n01_10
Hasan, H. F. A., Ilias, A., Rahman, R. A., & Razak, M. Z. A. (2008). Service quality and student satisfaction: a case study at private higher education institutions. International Business Research, 1(3), 163-175.
doi: 10.5539/ibr.v1n3p163
Hill, Y., Lomas, L., & MacGregor, J. (2003). Students’ perceptions of quality in higher education. Quality As-surance in Education, 11(1), 15-20. doi: 10.1108/09684880310462047
Jarvis, P. (2000). The changing university: meeting a need and needing to change. Higher Education Quarterly, 54(1), 43-67. doi: 10.1111/1468-2273.00144
Leblanc, G., & Nguyen, N. (1997). Searching for excellence in business education: an exploratory study of cus-tomer impressions of service quality. International Journal of Educational Management, 11(2), 72-79. doi: 10.1108/09513549710163961
Liaw, S.-S. (2008). Investigating students’ perceived satisfaction, behavioral intention, and effectiveness of e-learning: a case study of the Blackboard system. Computers & Education, 51(2), 864-873.
doi: 10.1016/j.compedu.2007.09.005
Ministério da Educação [MEC], & Instituto Nacional de Estudos e Pesquisas Educacionais Anísio Teixeira [Inep] (2017). MEC e Inep divulgam dados do censo da educação superior 2016. Brasília, DF: MEC/Inep.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50. doi: 10.1177/002224298504900403
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Pariseu, S. E., & McDaniel, J. R. (1997). Assessing service quality in schools of business. International Journal of Quality & Reliability Management, 14(3), 204-218. doi: 10.1108/02656719710165455
Peng, P. J., & Samah, A. J. A. (2006). Measuring students’ satisfaction for quality education in a e-learning university. Unitar e-Journal, 2(1), 11-21.
Peterson, R. A., & Wilson, W. R. (1992). Measuring customer satisfaction: fact and artifact. Journal of the Academy of Marketing Science, 20(61), 61-71. doi: 10.1007/BF02723476
Petruzzellis, L., D’uggento, A. M., & Romanazzi, S. (2006). Student satisfaction and quality of service in Italian universities. Journal of Service Theory and Practice, 16(4), 349-364. doi: 10.1108/09604520610675694
Rastoder, A., Nurovic, E., Smajic, E., & Mekic, E. (2015). Perceptions of students towards quality of services at private higher education institution in Bosnia and Herzegovina. European Researcher, 101(12), 783-790. doi: 10.13187/er.2015.101.783
Redin, E., Reimche, G. B., Lixinski, G. M., Stivanin, J. B., Silva, E. I., & Quadros, C. (2015). Satisfação de discentes sobre a formação técnica e profissional em instituições pública e privada (Rio Grande do Sul, 2013). Holos, 3, 166-181. doi: 10.15628/holos.2015.1771
Rocha, E., & Barros, C. (2008). Entre mundos distintos: notas sobre comunicação e consumo em um grupo social. In M. A. Baccega (Ed.), Comunicação e culturas do consumo (p. 186-202). São Paulo, SP: Atlas.
Santana, O. A. (2016). Evasão nas licenciaturas das Universidades Federais: entre a apetência e a competência. Educação, 41(2), 311-327. doi: 10.5902/1984644420199
Silva Filho, R. L. L., Motejunas, P. R., Hipólito, O., & Lobo, M. B. C. M. (2007). A evasão no ensino superior brasileiro. Cadernos de Pesquisa, 37(132), 641-659. doi: 10.1590/S0100-15742007000300007
So, H.-J., & Brush, T. A. (2008). Student perceptions of collaborative learning, social presence and satisfaction in a blended learning environment: relationships and critical factors. Computers & Education, 51(1), 318-336. doi: 10.1016/j.compedu.2007.05.009
Sohail, M. S., & Shaikh, N. M. (2004). Quest for excellence in business education: a study of student impressions of service quality. International Journal of Educational Management, 18(1), 58-65.
doi: 10.1108/09513540410512163
Swartz, T. A., & Brown, S. W. (1989). Consumer and provider expectations and experiences in evaluating professional service quality. Journal of the Academy of Marketing Science, 17(2), 189-195.
doi: 10.1007/BF02723377
Thomas, E. H., & Galambos, N. (2004). What satisfies students? Mining student-opinion data with regression and decision tree analysis. Research in Higher Education, 45(3), 251-269. doi: 10.1023/B:RIHE.0000019589.79439.6e
Wilkins, S., Butt, M. M., Kratochvil, D., & Balakrishnan, M. S. (2016). The effects of social identification and organizational identification on student commitment, achievement and satisfaction in higher education. Studies in Higher Education, 41(12), 2232-2252. doi: 10.1080/03075079.2015.1034258
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993). The nature and determinant of customer expectation of service. Journal of the Academy of Marketing Science, 21(1), 1-12. doi: 10.1177/0092070393211001
DECLARACIÓN DE ORIGINALIDAD Y DERECHOS DE AUTOR
Declaro que este artículo es original y no ha sido presentado para publicación en ninguna otra revista nacional o internacional, ni en parte ni en su totalidad.
Los derechos de autor pertenecen exclusivamente a los autores. Los derechos de licencia utilizados por el periódico son la licencia Creative Commons Attribution 4.0 (CC BY 4.0): por lo tanto, se permite compartir (copiar y distribuir el material en cualquier medio o formato) y adaptar (remezclar, transformar y crear material a partir del contenido). licencia para cualquier propósito, incluidos fines comerciales).
Se recomienda leer este enlace para obtener más información sobre el tema: proporcionar créditos y referencias correctamente, entre otros detalles cruciales para el buen uso del material licenciado.
