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Abstract(s)
Com o aumento do número de estudantes que frequentam o ensino superior e a competitividade existente entre estas mesmas instituições, é necessário que exista por parte das instituições um conhecimento sobre a perceção dos seus clientes em relação à satisfação e à lealdade.
A presente investigação empírica tem como objetivo principal analisar a satisfação e a lealdade dos estudantes que frequentam os Cursos Técnicos Superiores Profissionais (CTeSP) do Instituto Politécnico de Bragança.
Este estudo adotou uma abordagem quantitativa através da aplicação de um inquérito por questionário aos estudantes dos CTeSP. Aplicaram-se inquéritos aos 370 estudantes matriculados nos referidos cursos, tendo-se assumido um erro amostral final de 3,1% e um nível de significância de 5%.
Os resultados revelaram que a localização geográfica é o fator mais importante na escolha da instituição; a principal via de informação para terem conhecimento dos CTeSP foram os colegas/amigos; revelam que estudantes se encontram bem informados no momento da candidatura; a maioria dos estudantes recomendaria o Instituto Politécnico de Bragança a um amigo e uma percentagem elevada pretende continuar o seu percurso académico no Instituto Politécnico de Bragança.
Em termos globais, verificou-se que não existem diferenças estatisticamente significativas por unidade orgânica nem por variável sociodemográfica relativamente à Satisfação Global, ou seja, não existem diferenças logo as hipóteses não são validadas. Em concreto, no que diz respeito ao local/CTeSP onde é ministrado o CTeSP existem diferenças quanto à Satisfação Global. Quanto à escolha do IPB não interessa estar informado para ter escolhido este como primeira opção, mas para a escolha do CTeSP é necessário estar informados para a escolha deste. Confirmou-se ainda a existência de uma associação positiva entre as variáveis “relação do CTeSP com o Instituto Politécnico de Bragança” e “Satisfação Global” e as variáveis “recomendaria o Instituto Politécnico de Bragança a um amigo”, “pretende continuar o seu percurso no IPB” e “Satisfação Global”, tal significa que se encontram relacionadas, uma variável depende da outra. Por último, verificou-se que não existe uma associação entre a “residência à data de candidatura no Instituto Politécnico de Bragança” e o “CTeSP que frequenta”, ou seja, não existe relação entre estas variáveis, pois os estudantes não escolhem o CTeSP que frequentam tendo em conta a residência que tinham à data de candidatura.
With the increase of the number of students attending higher education and the competitiveness existing between these same institutions, it is necessary for the Institutions to have knowledge about the perception of their clients in relation to satisfaction and loyalty. The main objective of the present empirical research is to analyse the satisfaction and loyalty of students who attend the Professional Technical Higher Courses (CTeSP) at the Polytechnic Institute of Bragança. This study adopted a quantitative approach through the application of a survey to students from CTeSP. Surveys were applied to the 370 students enrolled in these courses, with a final sample error of 3.1% and a significance level of 5%. The results showed that the geographical location is the most important factor in the choice of the institution; the main way of information was colleagues/friends; reveal that students are well informed at the time of application; most of the students would recommend the Polytechnic Institute of Bragança to a friend and a high percentage intends to continue their academic course in the Polytechnic Institute of Bragança. Overall, it was found that there are no statistically significant differences per school or sociodemographic variable with respect to Global satisfaction, that is, there are no differences as soon as the hypotheses are not validated. Specifically, with respect to the location/CTeSP where the CTeSP is administered there are differences regarding Global Satisfaction. Regarding the choice of the Polytechnic Institute of Bragança does not matter to be informed to have chosen this as the first option but for the choice of the CTeSP it is necessary to be informed for the choice of this one. It was also confirmed the existence of a positive association between the variables “relation of the CTeSP with the Polytechnic Institute of Bragança” and “Global Satisfaction” and the variables “would recommend the Polytechnic Institute of Bragança to a friend”, “intends to continue its course in the Polytechnic Institute of Bragança” and “Global Satisfaction”, this means that they are related, one variable depends on the other. Finally, it was verified that there is no association between the “residence at the date of application in the Polytechnic Institute of Bragança” and the "CTeSP that attends", that is to say there is no relation between these variables, since the students do not choose the CTeSP that they attend taking into account the residence they had at the time of application.
With the increase of the number of students attending higher education and the competitiveness existing between these same institutions, it is necessary for the Institutions to have knowledge about the perception of their clients in relation to satisfaction and loyalty. The main objective of the present empirical research is to analyse the satisfaction and loyalty of students who attend the Professional Technical Higher Courses (CTeSP) at the Polytechnic Institute of Bragança. This study adopted a quantitative approach through the application of a survey to students from CTeSP. Surveys were applied to the 370 students enrolled in these courses, with a final sample error of 3.1% and a significance level of 5%. The results showed that the geographical location is the most important factor in the choice of the institution; the main way of information was colleagues/friends; reveal that students are well informed at the time of application; most of the students would recommend the Polytechnic Institute of Bragança to a friend and a high percentage intends to continue their academic course in the Polytechnic Institute of Bragança. Overall, it was found that there are no statistically significant differences per school or sociodemographic variable with respect to Global satisfaction, that is, there are no differences as soon as the hypotheses are not validated. Specifically, with respect to the location/CTeSP where the CTeSP is administered there are differences regarding Global Satisfaction. Regarding the choice of the Polytechnic Institute of Bragança does not matter to be informed to have chosen this as the first option but for the choice of the CTeSP it is necessary to be informed for the choice of this one. It was also confirmed the existence of a positive association between the variables “relation of the CTeSP with the Polytechnic Institute of Bragança” and “Global Satisfaction” and the variables “would recommend the Polytechnic Institute of Bragança to a friend”, “intends to continue its course in the Polytechnic Institute of Bragança” and “Global Satisfaction”, this means that they are related, one variable depends on the other. Finally, it was verified that there is no association between the “residence at the date of application in the Polytechnic Institute of Bragança” and the "CTeSP that attends", that is to say there is no relation between these variables, since the students do not choose the CTeSP that they attend taking into account the residence they had at the time of application.
Description
Mestrado APNOR
Keywords
Satisfação Lealdade Politécnico de Bragança Cursos técnicos superiores profissionais