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Avaliação da satisfação e lealdade dos alunos sobre a EB123/PE do Curral das Freiras
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Resumo(s)
O presente estudo é confirmatório e de natureza quantitativa. Decorreu nas instalações da EB123/PE do Curral das Freiras e envolveu alunos do 2º e 3º ciclos do ensino básico (CEB).
Teve como principal objetivo avaliar a satisfação e a lealdade dos alunos e perceber quais as variáveis que estão associadas à satisfação e à lealdade, neste estudo, entende-se como clientes da escola os alunos da mesma.
Construiu-se um modelo final que é constituído por cinco dimensões e trinta e nove indicadores de medida, estes foram obtidos através de inquérito por questionário aos alunos. Encontrou-se que os alunos tinham uma boa satisfação da escola, com um a média de 7,2 e um bom nível de lealdade, com uma média de 7. A reputação foi a dimensão que obteve um resultado mais baixo, com um nível de razoável, com uma média de 6,8.
O modelo encontrado refere que os afetos têm um impacto direto muito forte na satisfação (0,80) e a reputação têm um impacto direto moderado na satisfação (0,13). Por sua vez a satisfação tem um impacto direto muito forte com na lealdade (0,77). A lealdade tem um impacto direto muito forte no envolvimento (0,56).
The present study is confirmatory and quantitative in nature. It took place at the EB123 / PE facilities of Curral das Freiras and involved students from the 2nd and 3rd cycles of basic education. The main objective of this study was to evaluate students' satisfaction and loyalty and to understand which variables are associated with satisfaction and loyalty. In this study, the students of the school are understood as clients. A final model was constructed that consists of five dimensions and thirty-nine measurement indicators, these were obtained through a questionnaire survey of the students. It was found that students had good school satisfaction, with an average of 7.2 and a good level of loyalty, with an average of 7. Reputation was the dimension that achieved a lower score with a level of with an average of 6.8. The model found that affections have a very strong direct impact on satisfaction (0.80) and reputation have a moderate direct impact on satisfaction (0.13). In turn, satisfaction has a very strong direct impact on loyalty (0.77). Loyalty has a very strong direct impact on involvement (0.56).
The present study is confirmatory and quantitative in nature. It took place at the EB123 / PE facilities of Curral das Freiras and involved students from the 2nd and 3rd cycles of basic education. The main objective of this study was to evaluate students' satisfaction and loyalty and to understand which variables are associated with satisfaction and loyalty. In this study, the students of the school are understood as clients. A final model was constructed that consists of five dimensions and thirty-nine measurement indicators, these were obtained through a questionnaire survey of the students. It was found that students had good school satisfaction, with an average of 7.2 and a good level of loyalty, with an average of 7. Reputation was the dimension that achieved a lower score with a level of with an average of 6.8. The model found that affections have a very strong direct impact on satisfaction (0.80) and reputation have a moderate direct impact on satisfaction (0.13). In turn, satisfaction has a very strong direct impact on loyalty (0.77). Loyalty has a very strong direct impact on involvement (0.56).
Descrição
Dissertação de Mestrado em Administração Pública especialização Administração Escolar
Palavras-chave
Alunos Reputação Afetos Satisfação Lealdade e Envolvimento Students Reputation Affection Satisfaction Loyalty and Involvement
Contexto Educativo
Citação
Editora
Instituto Superior de Ciências Sociais e Políticas