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

Measurement of students’ satisfaction in higher education institutions: The case of university of beirainterior

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Resumen

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.

Abstract

Considering the importance of student’ satisfaction and loyalty to the survival of higher education institutions, several researchers have tried to develop methods to measure that satisfaction. This paper presents a review of literature about traditional and recent methods of measuring student’ satisfaction, with a special emphasis on the customer’s satisfaction indexes. Having in mind these indexes are good and reliable methods to measure the degree of students’ satisfaction, this research tries to determine the value of the University of Beira Interior students’ satisfaction degree. The results showed that this index is 54 for this institution inside a scale from 1 to 100; it was also concluded that this University must give special atention to the image and perceived value variables, because these variables represented the main contribution in forming the students’ satisfaction criterion in this University.

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  1. Departamento de Gestão e Economia, Universidade da Beira Interior, Estrada do Sineiro s/n, 6200-Covilhã, Portugal

    Helena Alves & Mário Raposo

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  1. Helena Alves
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  2. Mário Raposo
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Correspondence to Helena Alves or Mário Raposo.

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Alves, H., Raposo, M. La medición de la satisfacción en la enseóanza universitaria: El ejemplo de la universidade da beirainterior. Int Rev Public Nonprofit Marketing 1, 73–88 (2004). https://doi.org/10.1007/BF02896618

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