PROPOSTA DE MODELO PARA AVALIAÇÃO DA SATISFAÇÃO COM A QUALIDADE DO ENSINO

Abstract

This study aims to present a proposal to assess the satisfaction with the service quality in teaching. The dimensions of the model were based on studies of Parasuraman et al (1985), Coleman (1988) and Libâneo (1994). It was adopted in this study a quantitative method. The research population was students of primary education, secondary education, higher education, specialization and graduate studies. The sample is composed by 458 students. Data were analyzed using multiple linear regressions. Model’s reliability tests showed index above of expected, proving of being an efficient model to assess the satisfaction about service quality in teaching by students. However, the analysis carried out by means of multiple linear regression showed that the model explains 81% overall satisfaction about service quality in teaching and also that the dimensions related to social capital were excluded from the model due to the lack of significance. The dimension that most explain the satisfaction of students about service quality is the teaching method (66,4%).

Keywords

• satisfaction
• quality
• education