Models of measure of the satisfaction of customers: a study of case with administration students

Detalhes bibliográficos
Autor(a) principal: Helena, Luis Antonio
Data de Publicação: 2005
Outros Autores: Spers, Eduardo Eugênio
Tipo de documento: Artigo
Idioma: por
Título da fonte: Revista de Ciências da Administração
Texto Completo: https://periodicos.ufsc.br/index.php/adm/article/view/2329
Resumo: The satisfaction has been explored in intense way in the marketing literature. This study analyzes the satisfaction of students of a university school of showing to the importance and the chance in the research of measurement of the satisfaction of internal customers. Also evaluates the evolution and compares the diverse models used and applied in the Brazilian reality and some international ones. Aspects common of measure of satisfaction of customers and compared the characteristics of these models in to appraise terms, method of collection, used model, measured of evaluation and presented results had been identified. A field analysis was carried through to measure the quality and the conditions of these services, by means of interviews with 166 students of a Brazilian University Center. The study reviews models of research of evaluation of the satisfaction, the instruments of measure of the perceptions, feelings and judgments. The article comments possible directions for the development of new research on satisfaction.
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spelling Models of measure of the satisfaction of customers: a study of case with administration studentsModelos de mensuração da satisfação de clientes: um estudo de caso com alunos de administraçãoThe satisfaction has been explored in intense way in the marketing literature. This study analyzes the satisfaction of students of a university school of showing to the importance and the chance in the research of measurement of the satisfaction of internal customers. Also evaluates the evolution and compares the diverse models used and applied in the Brazilian reality and some international ones. Aspects common of measure of satisfaction of customers and compared the characteristics of these models in to appraise terms, method of collection, used model, measured of evaluation and presented results had been identified. A field analysis was carried through to measure the quality and the conditions of these services, by means of interviews with 166 students of a Brazilian University Center. The study reviews models of research of evaluation of the satisfaction, the instruments of measure of the perceptions, feelings and judgments. The article comments possible directions for the development of new research on satisfaction.A satisfação tem sido explorada de maneira intensa na literatura de marketing. Este estudo analisa a satisfação de alunos de uma instituição de ensino superior mostrando a importância e a oportunidade nas pesquisas de medição da satisfação de clientes internos. Também avalia a evolução e compara os diversos modelos utilizados e aplicados na realidade brasileira e alguns internacionais. Foram identificados aspectos comuns de medida de satisfação de clientes e comparadas as características desses modelos em termos de conceitualização, método de coleta, modelo utilizado, medidas de avaliação e resultados apresentados. Uma análise de campo foi realizada para mensurar a qualidade e as condições desses serviços, por meio de entrevistas com 166 alunos de um Centro Universitário brasileiro. O estudo revê modelos de pesquisa de avaliação da satisfação, os instrumentos de medida das percepções, sentimentos e julgamentos. O artigo comenta possíveis direções para o desenvolvimento de novas pesquisas sobre satisfação.Universidade Federal de Santa Catarina2005-01-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://periodicos.ufsc.br/index.php/adm/article/view/232910.5007/%xRevista de Ciências da Administração; V. 7, n. 13, jan./jul. de 2005; 67-862175-80771516-3865reponame:Revista de Ciências da Administraçãoinstname:Universidade Federal de Santa Catarina (UFSC)instacron:UFSCporhttps://periodicos.ufsc.br/index.php/adm/article/view/2329/2041Helena, Luis AntonioSpers, Eduardo Eugênioinfo:eu-repo/semantics/openAccess2022-11-21T14:12:26Zoai:periodicos.ufsc.br:article/2329Revistahttp://www.periodicos.ufsc.br/index.php/admPUBhttps://periodicos.ufsc.br/index.php/adm/oairevista@cse.ufsc.br||mfpcris@gmail.com||rca.cse@contato.ufsc.br2175-80771516-3865opendoar:2022-11-21T14:12:26Revista de Ciências da Administração - Universidade Federal de Santa Catarina (UFSC)false
dc.title.none.fl_str_mv Models of measure of the satisfaction of customers: a study of case with administration students
Modelos de mensuração da satisfação de clientes: um estudo de caso com alunos de administração
title Models of measure of the satisfaction of customers: a study of case with administration students
spellingShingle Models of measure of the satisfaction of customers: a study of case with administration students
Helena, Luis Antonio
title_short Models of measure of the satisfaction of customers: a study of case with administration students
title_full Models of measure of the satisfaction of customers: a study of case with administration students
title_fullStr Models of measure of the satisfaction of customers: a study of case with administration students
title_full_unstemmed Models of measure of the satisfaction of customers: a study of case with administration students
title_sort Models of measure of the satisfaction of customers: a study of case with administration students
author Helena, Luis Antonio
author_facet Helena, Luis Antonio
Spers, Eduardo Eugênio
author_role author
author2 Spers, Eduardo Eugênio
author2_role author
dc.contributor.author.fl_str_mv Helena, Luis Antonio
Spers, Eduardo Eugênio
description The satisfaction has been explored in intense way in the marketing literature. This study analyzes the satisfaction of students of a university school of showing to the importance and the chance in the research of measurement of the satisfaction of internal customers. Also evaluates the evolution and compares the diverse models used and applied in the Brazilian reality and some international ones. Aspects common of measure of satisfaction of customers and compared the characteristics of these models in to appraise terms, method of collection, used model, measured of evaluation and presented results had been identified. A field analysis was carried through to measure the quality and the conditions of these services, by means of interviews with 166 students of a Brazilian University Center. The study reviews models of research of evaluation of the satisfaction, the instruments of measure of the perceptions, feelings and judgments. The article comments possible directions for the development of new research on satisfaction.
publishDate 2005
dc.date.none.fl_str_mv 2005-01-01
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://periodicos.ufsc.br/index.php/adm/article/view/2329
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url https://periodicos.ufsc.br/index.php/adm/article/view/2329
identifier_str_mv 10.5007/%x
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv https://periodicos.ufsc.br/index.php/adm/article/view/2329/2041
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Universidade Federal de Santa Catarina
publisher.none.fl_str_mv Universidade Federal de Santa Catarina
dc.source.none.fl_str_mv Revista de Ciências da Administração; V. 7, n. 13, jan./jul. de 2005; 67-86
2175-8077
1516-3865
reponame:Revista de Ciências da Administração
instname:Universidade Federal de Santa Catarina (UFSC)
instacron:UFSC
instname_str Universidade Federal de Santa Catarina (UFSC)
instacron_str UFSC
institution UFSC
reponame_str Revista de Ciências da Administração
collection Revista de Ciências da Administração
repository.name.fl_str_mv Revista de Ciências da Administração - Universidade Federal de Santa Catarina (UFSC)
repository.mail.fl_str_mv revista@cse.ufsc.br||mfpcris@gmail.com||rca.cse@contato.ufsc.br
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