Publicação

Student Satisfaction in Polytechnic Higher Education: Assessment Model Based on the ECSI Index

Ver documento

Detalhes bibliográficos
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

Registos relacionados

Registos relacionados