Banca de DEFESA: MAGALY APARECIDA GALVAO DANTAS

Uma banca de DEFESA de MESTRADO foi cadastrada pelo programa.
DISCENTE : MAGALY APARECIDA GALVAO DANTAS
DATA : 22/02/2018
HORA: 16:00
LOCAL: Sala 222- CTEC
TÍTULO:

Determining factors of satisfaction and loyalty of postgraduate students in engineering in Brazil.

PALAVRAS-CHAVES:

Graduate Program. Satisfaction. Students. Production Engineering. European Customer Satisfaction Index. Structural Equation Modeling.

PÁGINAS: 112
GRANDE ÁREA: Engenharias
ÁREA: Engenharia de Produção
RESUMO:

The present study aimed at analyzing the relationship between determining factors for masters and doctoral production engineering student satisfaction in Brazil. A national and international bibliographic survey was conducted to enable construction of a theoretical framework based on a discussion of satisfaction, loyalty, satisfaction levels, and graduate teaching. The structural model selected was the European Customer Satisfaction Index – ECSI, which analyzed the following dimensions: Image, Expectations, Perceived Value, Perceived Quality, Overall Satisfaction and Loyalty. To analyze the primary research objective, 11 study hypotheses were established, each representing the relationship of one of the student satisfaction factors. With respect to the methodological aspects, this is a descriptive cross-sectional study with a quantitative approach. Data were collected nationwide using a 34-item ECSI questionnaire applied in 35 production engineering graduate programs. A total of 588 responses were obtained and subjected to exploratory factorial analysis and structural equation modeling, applying IBM® SPSS® statistics 21.0 and IBM® SPSS® Amos 18.0 software. The study met all statistical criteria for its validation, in addition to exhibiting a moderate and satisfactory adjustment index. After a number of adaptations, the ECSI was suitable for measuring the satisfaction of graduate students, maintaining all the constructs contained in the original model. The hypothesis test confirmed seven of the 11 hypotheses proposed; H3 and H4, which dealt with the relationship between the concept of image and satisfaction and between image and loyalty, respectively, were rejected for being non-significant. Likewise, the results showed the non-confirmation of hypothesis H7, the influence of perceived quality on perceived value and H9, the influence of perceived quality on loyalty. Moreover, when the CAPES quality variables were integrated to the model, it demonstrated statistical stability; however, negative correlations indicate dissociation between CAPES assessment and student satisfaction. Finally, the results suggest a strong relationship between student expectations and satisfaction. This paper was divided into four parts: introduction, literature revision, methodological procedures, concluding with analyses and discussion of results, final considerations and references

MEMBROS DA BANCA:
Presidente - 1714250 - JAMERSON VIEGAS QUEIROZ
Interno - 1148696 - FERNANDA CRISTINA BARBOSA PEREIRA QUEIROZ
Externo à Instituição - EDUARDO LOPES MARQUES - UFV
Externo à Instituição - RENATO SAMUEL BARBOSA DE ARAÚJO - IFRN