Publicação
Student Satisfaction in Polytechnic Higher Education: Assessment Model Based on the ECSI Index
| Resumo: | The assessment of student satisfaction is an integral part of the concerns of those responsible for Higher Education Institutions. Therefore, the main objective of this study is to identify the determinants of students' satisfaction in Polytechnic Higher Education. The study was based on ECSI (European Customer Satisfac-tion Index). The methodology was based on the application of a survey with a sample of 361 Polytechnic students, in order to understand which attributes stu-dents most value in a higher education institution. The results show that the at-tributes that most contribute to the students' satisfaction are, in order of im-portance, the expectations, the quality and perceived values and the image, all pre-senting statistically significant values. In turn, satisfaction is the variable that most influences loyalty, which is also influenced by image and complaint resolution. The levels of global satisfaction towards the Higher Education Institutions ana-lysed are significantly lower than the levels of other sectors, also studied in Por-tugal through this same methodology. |
|---|---|
| Autores principais: | Antunes, Joaquim |
| Outros Autores: | Costa, Adriano; Almeida, Clarinda |
| Assunto: | ECSI Polytechnic Higher Education Services Satisfaction |
| Ano: | 2023 |
| País: | Portugal |
| Tipo de documento: | capítulo de livro |
| Tipo de acesso: | acesso aberto |
| Instituição associada: | Instituto Politécnico de Viseu |
| Idioma: | inglês |
| Origem: | Repositório Científico do Instituto Politécnico de Viseu |
| Resumo: | The assessment of student satisfaction is an integral part of the concerns of those responsible for Higher Education Institutions. Therefore, the main objective of this study is to identify the determinants of students' satisfaction in Polytechnic Higher Education. The study was based on ECSI (European Customer Satisfac-tion Index). The methodology was based on the application of a survey with a sample of 361 Polytechnic students, in order to understand which attributes stu-dents most value in a higher education institution. The results show that the at-tributes that most contribute to the students' satisfaction are, in order of im-portance, the expectations, the quality and perceived values and the image, all pre-senting statistically significant values. In turn, satisfaction is the variable that most influences loyalty, which is also influenced by image and complaint resolution. The levels of global satisfaction towards the Higher Education Institutions ana-lysed are significantly lower than the levels of other sectors, also studied in Por-tugal through this same methodology. |
|---|