Efeitos da qualidade do serviço acadêmico: uma abordagem para a satisfação do aluno na província de Tungurahua
Palavras-chave:
resultados educacionais, qualidade do serviço educacional, satisfação dos alunos.Resumo
A satisfação dos alunos com o serviço educacional tem sido considerada um dos fatores estratégicos mais críticos para atrair alunos de instituições de ensino superior de todo o mundo. Vários modelos de satisfação com a qualidade do serviço educacional têm sido desenvolvidos para motivar ações voltadas à melhoria da qualidade da educação. Este estudo teve como objetivo analisar a satisfação dos alunos e sua relação com a qualidade do serviço de ensino superior em universidades da província de Tungurahua. Foi realizado um levantamento transversal com 293 estudantes dos últimos níveis do ensino superior. Os resultados da pesquisa mostraram que o modelo de satisfação dos alunos com o serviço educacional segundo o modelo teórico proposto compreendeu 5 dimensões que incluem acesso ao serviço educacional, instalações e equipamentos de ensino, ambiente educacional, atividades educativas e resultados educacionais. Além disso, a satisfação de todas as dimensões da qualidade do serviço educacional da dimensão 1 a 4 afeta a satisfação dos resultados educacionais, sendo as atividades educativas o impacto mais significativo. O resultado desta pesquisa pode fornecer uma série de implicações e recomendações para que as universidades implementem as medidas adequadas para melhorar a satisfação dos alunos com os serviços educacionais recebidos, melhorando assim os resultados educacionais, atraindo e retendo alunos.
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