Banca de QUALIFICAÇÃO: ARIANNE RAQUEL AXIOLE DE SOUZA CÂMARA

Uma banca de QUALIFICAÇÃO de MESTRADO foi cadastrada pelo programa.
DISCENTE : ARIANNE RAQUEL AXIOLE DE SOUZA CÂMARA
DATA : 21/09/2017
HORA: 15:00
LOCAL: NEPSA II
TÍTULO:

DETERMINING THE SATISFACTION AND LOYALTY OF STUDENTS OF POSTGRADUATE PROGRAMS IN ACCOUNTING IN BRAZIL:  A Study from the Perspective of the European Satisfaction Customer Index (ECSI).


PALAVRAS-CHAVES:

Student’s Satisfaction; Student’s Loyalty; European Customer Satisfaction Index (ECSI).


PÁGINAS: 57
GRANDE ÁREA: Ciências Sociais Aplicadas
ÁREA: Administração
SUBÁREA: Ciências Contábeis
RESUMO:

This research project has the objective to analyze the determinants of satisfaction and loyalty of the students of strict sense of the postgraduate courses in accounting at national level through the variables proposed by the European Satisfaction Costumer Index (ESCI). Analyze the factors that predict students' satisfaction and loyalty in relation to their course is substantial for the institutions and programs that provide educational services, because this analysis provides a reflection about the expectations and needs of their students, the performance of teachers, the studies environment, and support staff in general, providing subsidies for the improvement of the quality of the service they provide. The theoretical support of this research is based on the contents needed to understand of the aims of the research, in which the opinion of several authors about student’s satisfaction and loyalty in higher education, the antecedents that predict the satisfaction according to the literature, the national models created to measure the satisfaction, as well as the data and information on the Brazilian postgraduate scenario, with a focus for the courses in accounting. Regarding the methodological aspects, this research is configured as a descriptive research with a quantitative approach, and in terms of the procedures for data collection, it will have a national scope, it will use the survey that will be applied to the students enrolled in 42 strict sense of the postgraduate courses in accounting in operation, that integrate the National System of Graduate (SNPG). The analysis of the data obtained will be carried out through structural equation modeling, technique of multivariate analysis chosen for being appropriate for the verification of causal relations between the latent and observable variables of the model, and for conducting a confirmatory approach for analysis of the theoretical model that will be tested in this research, the European Customer Satisfaction Index (ECSI). The expected results of this research is that the material resulting from the findings can be analyzed by the coordination of programs, the instrument is validated and incorporated into the ERP of the higher education institutions and conducted on a recurring basis, and contribute to the improvement of the quality and continuity of the courses. This dissertation project was structured in five sections: introduction, literature review, methodological procedures, expected results and the study execution schedule.


MEMBROS DA BANCA:
Presidente - 1673813 - CLAYTON LEVY LIMA DE MELO
Interno - 2610882 - DIOGO HENRIQUE SILVA DE LIMA
Externo à Instituição - ORLEANS SILVA MARTINS - UFPB
Notícia cadastrada em: 11/09/2017 15:09
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