{"title":"Empirical Study on the Student Satisfaction in Higher Education: Importance-Satisfaction Analysis","authors":"Silva, F\u00e1tima, Fernandes, Paula Odete","volume":66,"journal":"International Journal of Educational and Pedagogical Sciences","pagesStart":1609,"pagesEnd":1615,"ISSN":"1307-6892","URL":"https:\/\/publications.waset.org\/pdf\/15226","abstract":"<p>The future of Higher Education Institutions (HEI) depend on their ability to attract and retain students, increase recognition and prestige. In order to respond to the &#39;customers&#39; increasingly demanding, HEI need to identify the key factors that influence the satisfaction of a &#39;customers&#39;, thereby creating competitive advantages. These determinants of satisfaction are important elements that guide the strategy of an institution and allow the successful achievement of strategic plans, both teaching and administrative, to offer their &lsquo;costumers&rsquo; services and products with higher quality. Following this way of thinking, the purpose of this study was to evaluate the satisfaction with the service quality of the School of Technology and Management of Bragan&ccedil;a (ESTiG), of the Polytechnic Institute of Bragan&ccedil;a, identifying, thus, the dimensions related to the quality of services that might influence students&#39; satisfaction. The results showed that, in general, the students are satisfied with the performance of ESTiG.<\/p>\r\n","references":"[1] J. Martilla, and J. James, \"Importance-Performance Analysis\", Journal\r\nof Marketing, vol. 41, no 1, pp. 77-79, 1977.\r\n[2] J. Tonge, and S. Moore, \"Importance-satisfaction analysis for marinepark\r\nhinterlands: A Western Australian case study\", Tourism\r\nManagement, vol. 28, no 3, pp.768-776, 2007.\r\n[3] A. Aktas, A. Aksu, and B. \u251c\u00e7izel, \"Destination choice: An Important-\r\nSatisfaction Analysis\", Quality & Quality, vol 41, no 2, pp. 265-273,\r\n2007.\r\n[4] K. Matzler, E. Sauerwein, and K. Heischmidt, \"Importance-Performance\r\nanalysis Revisited: the role of the factor structure of customer\r\nsatisfaction\", The Service Industries Journal, vol. 23, no 2, pp. 112-129,\r\n2010.\r\n[5] F. Silva, and P. O. Fernandes, \"Using Importance-Performance Analysis\r\nin Evaluating of Higher Education: A Case Study.\" ICEMT 2010\r\nInternational Conference on Education and Management Technology.\r\nIEEE. ISBN: 978-1-4244-8617-5, pp.121-123, 2010.\r\n[6] K. Elliott, and M. Healy, \"Key factors influencing student satisfaction\r\nrelated to recruitment and retention.\" Journal of Marketing for Higher\r\nEducation, vol. 10, no 4, pp.1-11, 2001.\r\n[7] J. Lynch, R. Carver, and J. Virgo, \"Quadrant Analysis as a strategic\r\nplanning technique in curriculum development and program marketing\",\r\nJournal of Marketing for Higher Education, vol. 7, no 2, pp. 17-32,\r\n1996.\r\n[8] H. Zhang, and I. Chow, \"Application of importance-performance model\r\nin tour guides' performance: evidence from mainland Chinese outbound\r\nvisitors in Hong Kong\", Tourism Management, vol. 25, no 1, pp. 81-91,\r\n2004.\r\n[9] A. Rial, J. Rial, J. Varela, and E. Real, \"An application of importanceperformance\r\nanalysis (IPA) to the management of sport centres\",\r\nManaging Leisure, vol 13, no (3\/4), pp.179-188, 2008.\r\n[10] G. Lee, and C. Lee, \"Cross-cultural comparison of the image of Guan\r\nperceived by Korean and Japanese leisure travelers:\r\nImportance-Performance analysis\", Tourism Management, vol. 30, no 6,\r\npp.922-931, 2009.\r\n[11] M. Pestana, and J. Gageiro, \"An\u251c\u00edlise de Dados para Ci\u251c\u00acncias Sociais. A\r\nComplementaridade do SPSS\", Lisboa: Edi\u251c\u00ba\u251c\u00c1es S\u251c\u00a1labo, Lda, 2008.\r\n[12] J. Mar\u251c\u2524co, \"An\u251c\u00edlise Estat\u251c\u00a1stica: Com utiliza\u251c\u00ba\u251c\u00fao do SPSS\", Lisboa:\r\nEdi\u251c\u00ba\u251c\u00c1es S\u251c\u00a1labo, 2007.\r\n[13] E. Reis, \"Estat\u251c\u00a1stica Multivariada Aplicada\", Lisboa: Edi\u251c\u00ba\u251c\u00c1es S\u251c\u00a1labo,\r\n2001.\r\n[14] M. Hill, and A. Hill, \"Investiga\u251c\u00ba\u251c\u00fao por Question\u251c\u00edrio\", Lisboa: Edi\u251c\u00ba\u251c\u00c1es\r\nS\u251c\u00a1labo, 2002.","publisher":"World Academy of Science, Engineering and Technology","index":"Open Science Index 66, 2012"}