Submitted by Automa??o e Estat?stica (sst@bczm.ufrn.br) on 2016-06-04T00:00:44Z No. of bitstreams: 1 DaianeAlvesDosSantos_DISSERT.pdf: 1813161 bytes, checksum: e5c706d3daa94ed9aa2f3dbfc6df4854 (MD5) / Approved for entry into archive by Arlan Eloi Leite Silva (eloihistoriador@yahoo.com.br) on 2016-06-07T22:42:13Z (GMT) No. of bitstreams: 1 DaianeAlvesDosSantos_DISSERT.pdf: 1813161 bytes, checksum: e5c706d3daa94ed9aa2f3dbfc6df4854 (MD5) / Made available in DSpace on 2016-06-07T22:42:13Z (GMT). No. of bitstreams: 1 DaianeAlvesDosSantos_DISSERT.pdf: 1813161 bytes, checksum: e5c706d3daa94ed9aa2f3dbfc6df4854 (MD5) Previous issue date: 2014-10-27 / Coordena??o de Aperfei?oamento de Pessoal de N?vel Superior (CAPES) / As Institui??es de Ensino Superior Privadas est?o inseridas em um mercado no qual a competitividade ? um fator determinante para a perman?ncia. Para manterem-se competitivas, as IES precisam ter estrat?gias claras, sobretudo, para atender aos seus principais clientes, os alunos, no que se refere ?s suas expectativas quanto ? qualidade da IES. O presente estudo tem como objetivo geral avaliar as institui??es de ensino superior privadas da cidade do Natal/RN, quanto ?s estrat?gias adotadas para permanecerem no mercado, tendo como base a percep??o de qualidade dos discentes. Para conduzir esta pesquisa, desenvolveu-se em duas IES privadas da cidade do Natal, por meio da aplica??o de um survey explorat?rio para a coleta de dados com o uso do instrumento do question?rio para ser aplicado nos discentes, sendo direcionado aos alunos do ?ltimo ano dos cursos de Administra??o, Ci?ncias Cont?beis e Direito. Esse instrumento de pesquisa aborda aspectos relevantes para mapear as dimens?es: (1) ensino, caracteriza as perspectivas relacionadas aos m?todos e instrumentos de ensino; (2) professores, especifica os atributos de qualidade relacionados aos professores; (3) estrutura f?sica, descreve o ambiente das IES; (4) servi?os, avalia os processos que atribuem qualidade ?s IES; e, (5) intang?veis, relaciona os aspectos cotidianos com a satisfa??o dos estudantes. Os resultados foram analisados por meio de t?cnicas de estat?stica descritiva com o uso da ferramenta Statistical Package for the Social Sciences (SPSS). A primeira etapa dos resultados caracteriza a an?lise descritiva da amostra geral e por IES e curso, al?m de uma construir a an?lise univariada das IES e a an?lise bivariada que apresenta a correla??o dos fatores por meio do coeficiente de Spearman. Os resultados da an?lise foram utilizados para compor a matriz de import?ncia versus desempenho e tamb?m comparar com os ?ndices do Minist?rio de Educa??o e Cultura (MEC). Por fim, essas compara??es possibilitaram a identifica??o dos fatores mais importantes para a qualidade das IES e o n?vel de desempenho das institui??es no desenvolvimento de cada um dos atributos das dimens?es de qualidade. / Private Higher Education Institutions are embedded in a market where competitiveness is a key factor. To remain competitive, HEIs needs to have proactive and innovative strategies, especially to understand their main customers, students, with regard to their expectations about the quality of HEI. This study is to evaluate the overall private institutions of higher education in the city of Natal / RN, as the strategies adopted to remain on the market , based on the perceived quality of students. For conduct this research, it has developed two private institutions in the city of Natal, through the application using exploratory research to guide the survey for data collection with questionnaire to apply the overview with students, being directed to senior students courses in Bussiness, Accounting and Law. This research tool addresses aspects relevant to map the dimensions: (1) teaching, perspectives related to methods and teaching tools; ( 2 ) teachers, specifies the quality attributes related to teachers; (3 ) Infrastructure, describes the environment of the HEI; ( 4 ) services , evaluates the quality processes that attach to the HEI; and ( 5 ) intangible relates aspects with student satisfaction. The results were analyzed using descriptive statistical techniques using the Statistical Package Tool for Social Sciences (SPSS). The first stage of results characterizes the descriptive analysis of the overall sample and by HEI and course, plus a build univariate analysis of the HEI and also bivariate analysis shows that correlation of the factors through Spearman correlation coefficient. The results were used to compose a matrix of importance versus performance that compare with the contents of the Ministry of Education and Culture (MEC). Finally, these comparisons allowed identification of the most important factors for the quality of the HEI and the level of performance from institutions in the development of each attributes of quality dimensions.