Models of measure of the satisfaction of customers: a study of case with administration students
Autor(a) principal: | |
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Data de Publicação: | 2005 |
Outros Autores: | |
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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Revista de Ciências da Administração |
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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 10.5007/%x |
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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1789435140801298432 |