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Estudo da relação entre os níveis de satisfação e taxas de absentismo dos alunos da Escola Superior de Tecnologia e Gestão do Instituto Politécnico de Portalegre
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Advisor(s)
Abstract(s)
O estudo inseriu-se no projeto final de Mestrado em Gestão de Pequenas e Médias
Empresas.
A investigação teve como objetivo principal perceber a relação existente entre a taxa de
absentismo e o nível de satisfação dos alunos da ESTG-IPP. E como objetivos secundários,
identificar a perceção dos alunos nas variáveis antecedentes da satisfação: imagem,
expetativas, qualidade apercebida, valor apercebido e nas variáveis consequentes da
satisfação: reclamação, lealdade e recomendação, bem como, identificar os principais fatores
responsáveis pelo absentismo na ESTG-IPP.
O absentismo é um fator considerado preocupante nas instituições do ensino superior e,
com consequências no bom funcionamento das mesmas, daqui resulta a importância deste
estudo.
Após revisão da literatura sobre a temática em questão, optou-se pela aplicação do
modelo de satisfação designado por Índice de Satisfação do Cliente Europeu (ECSI) que estuda
as variáveis antecedentes e consequentes da satisfação anteriormente referidas.
O instrumento de recolha de dados foi o questionário, este instrumento foi adaptado de
Duarte, 2012. O instrumento foi estudado no que concerne à sensibilidade, fidelidade,
validade de construto e validade externa. Os resultados obtidos apontam para um instrumento
robusto capaz de medir o construto satisfação. Como forma a dar cumprimento aos objetivos
deste estudo foram formuladas um conjunto de hipóteses de investigação que foram
estudadas com recurso ao cálculo do coeficiente de Pearson. Foi possível identificar
correlações entre as variáveis antecedentes e consequentes da satisfação e entre estas e a
satisfação. Não obtivemos, no entanto, qualquer correlação entre o absentismo e a satisfação,
nem entre o absentismo e as variáveis antecedentes ou consequentes da satisfação.
Encontrámos relações entre o absentismo e a idade, o curso que o aluno frequenta, o local de
residência habitual e em tempo de aulas, e ainda o grau de ensino. Sendo esta a variável que
no modelo de regressão linear múltipla, utilizando o método stepwise, aparece como aquele
que tem maior poder preditivo do absentismo.
De uma forma geral, podemos concluir que os alunos estão globalmente satisfeitos com
a ESTG-IPP e que a probabilidade de continuar a frequentar esta IES é elevada, assim como, de
_________________________________” Estudo da relação entre os Níveis de Satisfação e Taxas de Absentismo
dos alunos da Escola Superior de Tecnologia e Gestão do Instituto Politécnico de Portalegre”
iv
a recomendar a familiares ou amigos. Foi também possível identificar as variáveis que na
ESTG-IPP têm influência nas taxas de absentismo.
This study is included in the final design of the Master's degree in Management of Small and Medium Enterprises. The investigation main objective was to understand the relationship between the rate of absenteeism and the level of satisfaction of the ESTG-IPP students. And as secondary objectives, to identify the students perception in the variables preceding satisfaction: image, expectations, perceived quality, value realized and in the variables following satisfaction: complaint, loyalty and recommendation, as well as to identify the main factors responsible for absenteeism in the ESTG-IPP. Absenteeism is considered a worrying factor in institutions of higher education, with consequences for the proper functioning of these institutions, hence this study's relevance. After review of the literature on the subject in question, we opted for the application of the model of satisfaction referred to as European Customer Satisfaction Index (ECSI) that studies the prior and subsequent variables to satisfaction mentioned above. The data collection instrument was the questionnaire, this instrument was adapted from Duarte, 2012. The instrument was studied with regard to sensitivity, fidelity, construct validity and external validity. The results point to a reliable instrument capable of measuring the satisfaction construct. In order to comply with the objectives of the present study a set of research hypotheses were formulated that were studied resorting to the calculation of the Pearson coefficient. It was possible to identify correlations between the prior and subsequent variables of satisfaction and between these and satisfaction. However, no correlation between absenteeism and the satisfaction was found, nor between absenteeism and the prior and subsequent variables of satisfaction. We found correlations between absenteeism and age, course attended by the student, permanent residence and school time residence location, and still the attended degree. This being the variable that in the multiple linear regression model, using the stepwise method, appears as the one with greater predictive power of absenteeism. In General, we can conclude that the students are satisfied with the ESTG-IPP and that the probability of continuing to attend this IES is high, as well as to recommend this institution to family members or friends. It was also possible to identify the variables that influence the rate of absenteeism in the ESTG-IPP.
This study is included in the final design of the Master's degree in Management of Small and Medium Enterprises. The investigation main objective was to understand the relationship between the rate of absenteeism and the level of satisfaction of the ESTG-IPP students. And as secondary objectives, to identify the students perception in the variables preceding satisfaction: image, expectations, perceived quality, value realized and in the variables following satisfaction: complaint, loyalty and recommendation, as well as to identify the main factors responsible for absenteeism in the ESTG-IPP. Absenteeism is considered a worrying factor in institutions of higher education, with consequences for the proper functioning of these institutions, hence this study's relevance. After review of the literature on the subject in question, we opted for the application of the model of satisfaction referred to as European Customer Satisfaction Index (ECSI) that studies the prior and subsequent variables to satisfaction mentioned above. The data collection instrument was the questionnaire, this instrument was adapted from Duarte, 2012. The instrument was studied with regard to sensitivity, fidelity, construct validity and external validity. The results point to a reliable instrument capable of measuring the satisfaction construct. In order to comply with the objectives of the present study a set of research hypotheses were formulated that were studied resorting to the calculation of the Pearson coefficient. It was possible to identify correlations between the prior and subsequent variables of satisfaction and between these and satisfaction. However, no correlation between absenteeism and the satisfaction was found, nor between absenteeism and the prior and subsequent variables of satisfaction. We found correlations between absenteeism and age, course attended by the student, permanent residence and school time residence location, and still the attended degree. This being the variable that in the multiple linear regression model, using the stepwise method, appears as the one with greater predictive power of absenteeism. In General, we can conclude that the students are satisfied with the ESTG-IPP and that the probability of continuing to attend this IES is high, as well as to recommend this institution to family members or friends. It was also possible to identify the variables that influence the rate of absenteeism in the ESTG-IPP.
Description
Keywords
Absentismo Alunos Ensino Superior Modelo ECSI Satisfação Absenteeism Students Higher education ECSI Model Satisfaction