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Student Satisfaction in Polytechnic Higher Education: Assessment Model Based on the ECSI Index

2023-10-22Book part Open access
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dc.contributor.authorAntunes, Joaquim
dc.contributor.authorCosta, Adriano
dc.contributor.authorAlmeida, Clarinda
dc.date.accessioned2024-01-09T11:10:27Z
dc.date.available2024-01-09T11:10:27Z
dc.date.issued2023-10-22
dc.description.abstractThe assessment of student satisfaction is an integral part of the concerns of those responsible for Higher Education Institutions. Therefore, the main objective of this study is to identify the determinants of students' satisfaction in Polytechnic Higher Education. The study was based on ECSI (European Customer Satisfac-tion Index). The methodology was based on the application of a survey with a sample of 361 Polytechnic students, in order to understand which attributes stu-dents most value in a higher education institution. The results show that the at-tributes that most contribute to the students' satisfaction are, in order of im-portance, the expectations, the quality and perceived values and the image, all pre-senting statistically significant values. In turn, satisfaction is the variable that most influences loyalty, which is also influenced by image and complaint resolution. The levels of global satisfaction towards the Higher Education Institutions ana-lysed are significantly lower than the levels of other sectors, also studied in Por-tugal through this same methodology.pt_PT
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.citationAntunes, J., Costa, A., Almeida, C. (2023). Student Satisfaction in Polytechnic Higher Education: Assessment Model Based on the ECSI Index. In: Mesquita, A., Abreu, A., Carvalho, J.V., Santana, C., de Mello, C.H.P. (eds) Perspectives and Trends in Education and Technology. ICITED 2023. Smart Innovation, Systems and Technologies, vol 366, 357-371. Springer, Singapore. https://doi.org/10.1007/978-981-99-5414-8_33.pt_PT
dc.identifier.doihttps://doi.org/10.1007/978-981-99-5414-8_33pt_PT
dc.identifier.urihttp://hdl.handle.net/10400.19/8150
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.publisherSpringerpt_PT
dc.subjectECSIpt_PT
dc.subjectPolytechnic Higher Educationpt_PT
dc.subjectServicespt_PT
dc.subjectSatisfactionpt_PT
dc.titleStudent Satisfaction in Polytechnic Higher Education: Assessment Model Based on the ECSI Indexpt_PT
dc.typebook part
dspace.entity.typePublication
oaire.citation.conferencePlaceSimgaporept_PT
oaire.citation.endPage371pt_PT
oaire.citation.issue366pt_PT
oaire.citation.startPage357pt_PT
oaire.citation.titlePerspectives and Trends in Education and Technology. ICITED 2023. Smart Innovation, Systems and Technologiespt_PT
oaire.citation.volume366pt_PT
person.familyNameAntunes
person.givenNameJoaquim
person.identifier.ciencia-id5111-768D-4E43
person.identifier.orcid0000-0003-4782-9548
rcaap.rightsopenAccesspt_PT
rcaap.typebookPartpt_PT
relation.isAuthorOfPublication30c470ca-bc66-455c-a5bf-859ca408fa42
relation.isAuthorOfPublication.latestForDiscovery30c470ca-bc66-455c-a5bf-859ca408fa42

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