masterThesis
Determinantes da satisfação e lealdade dos discentes de Programas de Pós-graduação em Ciências Contábeis do Brasil: um estudo a partir da perspectiva do European Customer Satisfaction Index (ECSI)
Fecha
2018-05-22Registro en:
CÂMARA, Arianne Raquel Axiole de Souza. Determinantes da satisfação e lealdade dos discentes de Programas de Pós-graduação em Ciências Contábeis do Brasil: um estudo a partir da perspectiva do European Customer Satisfaction Index (ECSI). 2018. 99f. Dissertação (Mestrado em Ciências Contábeis) - Centro de Ciências Sociais Aplicadas, Universidade Federal do Rio Grande do Norte, Natal, 2018.
Autor
Câmara, Arianne Raquel Axiole de Souza
Resumen
This study aims to analyze if the model of satisfaction European Customer Satisfaction Index
(ECSI), adapted for the student perspective, represents the determinants of customer
satisfaction and loyalty of students of courses of stricto sensu post-graduation in Accounting
Sciences in Brazil. Therefore, we carried out a survey research with the students of 29 stricto
sensu post-graduation programs in Accounting Sciences in operation, which are evaluated by
CAPES. The data collection instrument was a structured questionnaire composed of 44 issues,
based on the model ECSI. Were collected 331 responses of 26 programs which, after
treatment of the data, resulted in 311 valid data for analysis, reaching approximately 90% of
active programs. The data analysis, initially found the statistical assumptions for the
application of multivariate analysis, then perform the Exploratory and Confirmatory Factor
Analyzes and, subsequently, the structural equation modeling with the application of the
softwares IBM SPSS® 21.0 and Amos Graphics® 18.0. The study met the statistical criteria
for its validation and with the after some adaptations performed, using the Maximum
Likelihood method, the conceptual model of student satisfaction achieved adequate levels of
quality adjustment and proved to be stable, adequate in the face of the studied sample,
explaining 96.6% of the variation of loyalty and 80.6% of the satisfaction of post-graduates in
Accounting Sciences in Brazil. Furthermore, the analysis of the specific objectives concluded,
based on the results presented, that the model of satisfaction ECSI presented it is appropriate
to analyze the satisfaction and loyalty of graduate students in Brazil, as well as the other
dimensions that comprise the model (image, expectation, perceived quality and perceived
value), which were maintained as the model originally conceived. Finally, the investigation of
specific objectives found that the genus, the modality of the course (master/PHD) and region
of origin of the program are attributes that have resulted in divergence in the perception of the
factors and structural paths that integrate the model of student satisfaction.