PADRÕES DE EXPECTATIVAS DOS ALUNOS SOBRE O SERVIÇO NA EDUCAÇÃO SUPERIOR: UM ESTUDO NOS CONTEXTOS PÚBLICO E PRIVADO

Abstract

This paper presents the results of students’ expectations from two universities. Were investigated correlations between patterns of expectations of students in public and private contexts, equal graduation courses in different universities and differents graduation courses in the same university. The study was conducted on a sample of 1174 students and involved 29 attributes related to educational services in three graduation courses in the technological area. The standards were statistically analyzed based on paired t test and Spearman rank-order correlation for diferentes groups of respondents. The results do not confirm the similarity between the patterns of expectations in different contexts. Students from a private and a public HEIs do not have patterns similar expectations on the same set of attributes of the educational service. Students from different courses of the same HEI do not have similar patterns expectations on the same set of attributes of the educational service. Students of similar courses in differents HEIs do not have similar patterns expectations on the same set of attributes of the educational service.

Keywords

• quality service
• students’expectations
• high education
• university