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

Helena Alves1, Mário Raposo1
1Departamento de Gestão e Economia, Universidade da Beira Interior, Portugal

Tóm tắt

Dada la importancia que la satisfacción y retención de los alumnos estó adquiriendo últimamente para la supervivencia de las instituciones de enseúanza universitaria, varios investigadores han intentado encontrar formas fiables de medir dicha satisfacción. Este artículo presenta una revisiín de las formas tradicionales y mís recientes de medir la satisfacción, con especial ónfasis en los óndices de satisfacción del cliente. Debido al hecho de que estos índices parecen representar las formas mís fiables de medir el grado de satisfacción, se procedió al cólculo del óndice 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 atencián a las variables imagen y valor percibido, por ser éstas las que més contribuyeron a la formacién del criterio de satisfaccién de los alumnos en esta Universidad.

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