Student satisfaction and service quality are interrelated constructs that are associated with improving student retention. This research investigated the relationships between these constructs in the context of an institution of higher education as an information system and sought to reduce the dimensionality of what have traditionally been considered orthogonal factors of these constructs in order to produce a parsimonious model and survey instrument that may be useful in assessing and predicting overall student satisfaction and overall service quality. The methods of analysis used in this study are quantitative in nature and included the use of descriptive univariate, bivariate, and multivariate analyses; exploratory factor analysis to examine latent dimensions within the data; and multiple linear regressions to measure the predictive efficacy of combinations of variables with respect to overall student satisfaction and overall service quality. It was hypothesized that the statistical treatment of the data would show that some dimensions routinely collapse, leading to possible valuable theoretical implications.

Os atuais contextos educacionais a distância ou híbridos, assentados na internet, introduzem novas formas de estudar e aprender, suscitando questões que precisam ser discutidas acerca da qualidade e efetividade da Educação a Distância (EAD). A presente pesquisa objetivou propor e testar um modelo de avaliação de ações educacionais a distância, visando identificar variáveis preditoras de aprendizagem relacionadas às características da clientela (estratégias de aprendizagem e frequência nos recursos da web) e às reações aos procedimentos instrucionais e ao tutor. A universidade parceira oferece desde 2008 cursos superiores em EAD, sendo as disciplinas semipresenciais Metodologia Científica e Economia, ofertadas a todos os graduandos da instituição. Foram aplicados virtual e presencialmente os questionários de Estratégias de aprendizagem, Reação aos procedimentos instrucionais e Reação ao desempenho do tutor, os quais, anteriormente à coleta de dados, sofreram modificações para se adequarem às especificidades dos contextos de ensino superior (validação semântica e/ou por juízes). Para constatar as evidências de validade dos instrumentos, foram realizadas análises exploratórias fatoriais (Principal Components e Principal Axis Factoring) e de consistência interna (Alfa de Cronbach). Todas as escalas são estatisticamente válidas e confiáveis. A análise de regressão múltipla padrão foi realizada para cumprir o objetivo de testagem do modelo, visando verificar a influência do uso dos recursos da web e das estratégias de aprendizagem, bem como a satisfação dos alunos com os procedimentos instrucionais e tutor, nos resultados de aprendizagem. A frequência de uso das ferramentas da web, as estratégias de aprendizagem autorregulatórias e as reações favoráveis aos procedimentos instrucionais explicaram a ocorrência de aprendizagem. Tais achados apontam para a importância do ambiente virtual de aprendizagem, das trocas de mensagens entre alunos e tutores, e do uso de estratégias que promovem o autogerenciamento da aprendizagem e autorregulação da motivação, ansiedade e atenção, na produção de bons resultados, melhorando o desempenho acadêmico dos alunos que estudam a distância. Mais estudos são necessários para sistematizar conhecimentos sobre a avaliação de aprendizagem no ensino superior mediado por tecnologias e ampliar as discussões acerca da eficácia e aplicabilidade da modalidade EAD. / The current distance or blended educational contexts, supported by Internet, introduce new ways of studying and learning, and raise questions that need to be discussed about the quality and effectiveness of distance learning. This study aimed to propose and test a distance educational assessment model to identify learning predictors related to individual characteristics (learning strategies and frequency of use of web tools) and student satisfaction with the instructional procedures and tutor. The university that participated of it offers higher education distance courses since 2008, and the blended disciplines Scientific Methodology and Economics, are offered to all the institutions undergraduates. The questionnaires of Learning Strategies, Reaction to Instructional Procedures and Reaction to Tutors Performance were applied in person and online; previously to data collection, they were modified (semantic validation and/or by judges) to suit specific higher education contexts. To check the instruments validity evidences, exploratory factor analyzes were performed (Principal Components and Principal Axis Factoring) and internal consistency (Cronbach\'s Alpha). All scales are statistically valid and reliable. Multiple regression analysis was performed to fulfill the purpose of testing the model in order to verify the influence of web resources and learning strategies as well as student satisfaction with the tutor and instructional procedures, in learning outcomes. The frequency of use of web tools, self-regulatory learning strategies and the favorable reactions to the instructional procedures explained the occurrence of learning. These findings point to the importance of the virtual learning environment, the messages sent by students, and the use of strategies that promote self-management learning and self-regulation of motivation, anxiety and attention, in producing good learning results, which improve students academic performance. Further research is needed to systematize knowledge about learning assessment in higher education mediated by technologies and expand the discussions about the e-learning effectiveness and applicability.

O desenvolvimento tecnológico vem impactando o campo da educação de múltiplas maneiras. Entretanto, a educação tradicional parece estar estagnada sob vários aspectos. No ensino superior de ciências contábeis, há diversas evidências. Com base nesse cenário, apresenta-se o Sistema de Resposta do Estudante (SRE), um recurso tecnológico que, em sua versão mais recente, consiste de dispositivos pessoais e um software interconectados pela internet usados para que os alunos possam responder questões propostas pelo docente e para que haja feedback instantâneo. Nesse sentido, o presente estudo objetivou verificar o impacto do SRE no desempenho acadêmico e na satisfação dos alunos de ciências contábeis. Foi conduzido um quase-experimento, dividido em duas partes, com alunos da disciplina de Contabilidade de Entidades Diversas de uma instituição de ensino superior pública brasileira. Ao todo, 55 alunos participaram do quase-experimento, separados em duas turmas (A e B). A Parte 1 do quase-experimento ocorreu no 1º bimestre do ano letivo de 2016 da instituição, tendo a Turma A como grupo de controle a Turma B como grupo de tratamento. A Parte 2, por sua vez, foi realizada no 2º bimestre, com a inversão dos grupos de tratamento e de controle. No início da pesquisa, foram aplicadas provas com o intuito de verificar o conhecimento prévio do conteúdo. Outros dados foram coletados por meio dos documentos da disciplina e de um questionário que compreendeu questões sobre o perfil socioeconômico dos discentes e acerca do uso (14 questões) e satisfação (10 questões) com o SRE. Em ambos os bimestres, os testes t (sig. > 0,10) e Mann-Whitney (sig. > 0,10) não indicaram que o emprego do SRE tem efeito positivo estatisticamente significativo sobre o desempenho acadêmico dos alunos. Complementarmente, analisou-se o impacto do SRE na performance discente em conjunto com fatores individuais, acadêmicos e socioecômicos por meio de modelos de regressão. Os resultados reforçaram que o SRE não exerce influência significativa sobre o desempenho acadêmico (sig. > 0,10). Em relação à satisfação discente, as estatísticas descritivas apontaram que os alunos gostaram de usar a tecnologia (média = 9,59; dp = 0,93), o SRE tornou a aula mais divertida em comparação com o ensino tradicional (média = 9,55; dp = 1,14) e houve satisfação com o equipamento (média = 9,28; dp = 1,61). Além disso, o teste U de Mann-Whitney sinalizou que não houve diferença de percepção entre as Turmas A e B em se tratando de satisfação com o SRE. Ambas as turmas mostraram padrão similar de satisfação. Da mesma forma, pela matriz de correlação de Spearman dos itens de satisfação, verificaram-se significantes relações, com destaque para a correlação que indica que quanto maior a satisfação discente com o SRE, maior tende a ser a satisfação com a disciplina (coef. = 0,2331; sig. < 0,10). Nesse sentido, constatou-se que o SRE não aumenta a performance acadêmica, mas colabora para o desenvolvimento da satisfação discente de modo geral. / Technological development has impacted the field of education in many ways. However, a traditional education seems to be stagnated in many aspects. In higher accounting education, there are several evidences. Based on this scenario, the Student Response System (SRS) is presented, which is a technological tool that, in its most recent version, consists of personal devices and a software interconnected by the internet, so that students are able to answer questions proposed by the professor with instant feedback. In this sense, the present study aimed to verify the impact of the SRS on academic performance and satisfaction of the accounting students. It was conducted a quasi-experiment, divided into two parts, with students enrolled in the Accounting for Diverse Entities discipline of a Brazilian higher education institution. In all, 55 students participated in a quasi-experiment, separated into two classes (A and B). The Part 1 of the quasi-experiment occurred in the first two-months of the 2016 institutional calendar, with Class A as control group and Class B as treatment group. The Part 2, in turn, was performed in the second two-months period, with an inversion of the treatment and control groups. At the beginning of the research, initial tests were applied with the students in order to verify the previous knowledge of the content. Other data were collected through class documents and a questionnaire that included questions on socioeconomic profile of the students and about the use (14 questions) and satisfaction (10 questions) with the SRS. In both parts of the quasi-experiment, the t (sig. > 0.10) and Mann-Whitney (sig. > 0.10) tests did not indicate that the use of SRS has a statistically significant positive effect on students\' academic performance. Additionally, the impact of SRS on student performance was analyzed in conjunction with individual, academic and socioeconomic factors through regression models. The results reinforce that the SRS does not have a significant influence on the academic performance (sig. > 0.10). Regarding student satisfaction, descriptive statistics revealed that students liked to use the technology (mean = 9.59; sd = 0.93), SRS made classes funnier than traditional teaching (mean = 9.55; sd = 1.14), and there was satisfaction with the equipment (mean = 9.28; sd = 1.61). In addition, the Mann-Whitney test showed that there was no difference between Class A\'s and Class B\'s perception in terms of satisfaction with SRS. Both groups felt satisfied similarly. Likewise, Spearman\'s correlation matrix of satisfaction items showed significant relationships, with emphasis on the correlation that indicates that the higher the student satisfaction with the SRS, the greater the satisfaction with the discipline tends to be (coeff. = 0.2331, sig. < 0.10). In general, it was verified that SRS does not increase academic performance, but it contributes to the development of students\' satisfaction.

O desenvolvimento tecnológico vem impactando o campo da educação de múltiplas maneiras. Entretanto, a educação tradicional parece estar estagnada sob vários aspectos. No ensino superior de ciências contábeis, há diversas evidências. Com base nesse cenário, apresenta-se o Sistema de Resposta do Estudante (SRE), um recurso tecnológico que, em sua versão mais recente, consiste de dispositivos pessoais e um software interconectados pela internet usados para que os alunos possam responder questões propostas pelo docente e para que haja feedback instantâneo. Nesse sentido, o presente estudo objetivou verificar o impacto do SRE no desempenho acadêmico e na satisfação dos alunos de ciências contábeis. Foi conduzido um quase-experimento, dividido em duas partes, com alunos da disciplina de Contabilidade de Entidades Diversas de uma instituição de ensino superior pública brasileira. Ao todo, 55 alunos participaram do quase-experimento, separados em duas turmas (A e B). A Parte 1 do quase-experimento ocorreu no 1º bimestre do ano letivo de 2016 da instituição, tendo a Turma A como grupo de controle a Turma B como grupo de tratamento. A Parte 2, por sua vez, foi realizada no 2º bimestre, com a inversão dos grupos de tratamento e de controle. No início da pesquisa, foram aplicadas provas com o intuito de verificar o conhecimento prévio do conteúdo. Outros dados foram coletados por meio dos documentos da disciplina e de um questionário que compreendeu questões sobre o perfil socioeconômico dos discentes e acerca do uso (14 questões) e satisfação (10 questões) com o SRE. Em ambos os bimestres, os testes t (sig. > 0,10) e Mann-Whitney (sig. > 0,10) não indicaram que o emprego do SRE tem efeito positivo estatisticamente significativo sobre o desempenho acadêmico dos alunos. Complementarmente, analisou-se o impacto do SRE na performance discente em conjunto com fatores individuais, acadêmicos e socioecômicos por meio de modelos de regressão. Os resultados reforçaram que o SRE não exerce influência significativa sobre o desempenho acadêmico (sig. > 0,10). Em relação à satisfação discente, as estatísticas descritivas apontaram que os alunos gostaram de usar a tecnologia (média = 9,59; dp = 0,93), o SRE tornou a aula mais divertida em comparação com o ensino tradicional (média = 9,55; dp = 1,14) e houve satisfação com o equipamento (média = 9,28; dp = 1,61). Além disso, o teste U de Mann-Whitney sinalizou que não houve diferença de percepção entre as Turmas A e B em se tratando de satisfação com o SRE. Ambas as turmas mostraram padrão similar de satisfação. Da mesma forma, pela matriz de correlação de Spearman dos itens de satisfação, verificaram-se significantes relações, com destaque para a correlação que indica que quanto maior a satisfação discente com o SRE, maior tende a ser a satisfação com a disciplina (coef. = 0,2331; sig. < 0,10). Nesse sentido, constatou-se que o SRE não aumenta a performance acadêmica, mas colabora para o desenvolvimento da satisfação discente de modo geral. / Technological development has impacted the field of education in many ways. However, a traditional education seems to be stagnated in many aspects. In higher accounting education, there are several evidences. Based on this scenario, the Student Response System (SRS) is presented, which is a technological tool that, in its most recent version, consists of personal devices and a software interconnected by the internet, so that students are able to answer questions proposed by the professor with instant feedback. In this sense, the present study aimed to verify the impact of the SRS on academic performance and satisfaction of the accounting students. It was conducted a quasi-experiment, divided into two parts, with students enrolled in the Accounting for Diverse Entities discipline of a Brazilian higher education institution. In all, 55 students participated in a quasi-experiment, separated into two classes (A and B). The Part 1 of the quasi-experiment occurred in the first two-months of the 2016 institutional calendar, with Class A as control group and Class B as treatment group. The Part 2, in turn, was performed in the second two-months period, with an inversion of the treatment and control groups. At the beginning of the research, initial tests were applied with the students in order to verify the previous knowledge of the content. Other data were collected through class documents and a questionnaire that included questions on socioeconomic profile of the students and about the use (14 questions) and satisfaction (10 questions) with the SRS. In both parts of the quasi-experiment, the t (sig. > 0.10) and Mann-Whitney (sig. > 0.10) tests did not indicate that the use of SRS has a statistically significant positive effect on students\' academic performance. Additionally, the impact of SRS on student performance was analyzed in conjunction with individual, academic and socioeconomic factors through regression models. The results reinforce that the SRS does not have a significant influence on the academic performance (sig. > 0.10). Regarding student satisfaction, descriptive statistics revealed that students liked to use the technology (mean = 9.59; sd = 0.93), SRS made classes funnier than traditional teaching (mean = 9.55; sd = 1.14), and there was satisfaction with the equipment (mean = 9.28; sd = 1.61). In addition, the Mann-Whitney test showed that there was no difference between Class A\'s and Class B\'s perception in terms of satisfaction with SRS. Both groups felt satisfied similarly. Likewise, Spearman\'s correlation matrix of satisfaction items showed significant relationships, with emphasis on the correlation that indicates that the higher the student satisfaction with the SRS, the greater the satisfaction with the discipline tends to be (coeff. = 0.2331, sig. < 0.10). In general, it was verified that SRS does not increase academic performance, but it contributes to the development of students\' satisfaction.

As online education grows, institutions must develop and evaluate student services to meet the needs of adult online students. The university at which the study was conducted had growing online enrollment, but no systematic examination of services from the students' perspective to drive service development and improvement. This represented a gap in self-evaluation, and the research confirmed gaps in student service offerings at the university compared to field standards. The purpose of this project study was to drive improvement of online student services based on analysis of student-driven data. The research questions asked how important academic and support services were to the university's online students and how satisfied the students were with the services. This quantitative study used the Priorities Survey for Online Students based on the expectation disconfirmation theory to collect data. The survey was sent to all of the university's 477 online undergraduate and graduate students. Descriptive statistics were used to compare the university's student responses to national data, report areas of service challenge, and assess variation in satisfaction according to previous online education experience. Key findings included lower than national mean satisfaction with career and tutoring services, challenge areas related to Blackboard preparedness, clarity of program requirements and communication channels, and lower levels of satisfaction with the most experienced online students. A presentation and white paper project were created for the university leadership with recommendations for using study results to improve and develop online student services. Social change is expected through improved and expanded online student services as a result of the project study.

This study analyzes the satisfaction of doctoral students in the joint doctoral program in Christian higher education between Dallas Theological Seminary (DTS) and the University of North Texas (UNT). The study focuses on the 18 students who have been identified as advanced participants in or graduates from the joint program from its inception in 1997 through its 10-year mark in 2007. Fourteen of the 18 eligible students agreed to participate in this study for a 77.8 % response rate. The doctoral students completed a survey that was created using a study of Garrett in 2006 of doctoral students at Historically Black Colleges and Universities and of McLaughlin in 2002 of graduate students in Christian education at DTS. The purpose of this study was to determine to what extent the joint doctoral program in higher education between both institutions meets the expectations of the students and prepares them for the range of careers that they then pursue. The study offers a number of findings surrounding the five research questions and offers several conclusions and recommendations for further research. The study concluded that the surveyed participants were immensely satisfied with their education experience thus assuming that the joint program does meet expectations and prepare students for future careers.

Os atuais contextos educacionais a distância ou híbridos, assentados na internet, introduzem novas formas de estudar e aprender, suscitando questões que precisam ser discutidas acerca da qualidade e efetividade da Educação a Distância (EAD). A presente pesquisa objetivou propor e testar um modelo de avaliação de ações educacionais a distância, visando identificar variáveis preditoras de aprendizagem relacionadas às características da clientela (estratégias de aprendizagem e frequência nos recursos da web) e às reações aos procedimentos instrucionais e ao tutor. A universidade parceira oferece desde 2008 cursos superiores em EAD, sendo as disciplinas semipresenciais Metodologia Científica e Economia, ofertadas a todos os graduandos da instituição. Foram aplicados virtual e presencialmente os questionários de Estratégias de aprendizagem, Reação aos procedimentos instrucionais e Reação ao desempenho do tutor, os quais, anteriormente à coleta de dados, sofreram modificações para se adequarem às especificidades dos contextos de ensino superior (validação semântica e/ou por juízes). Para constatar as evidências de validade dos instrumentos, foram realizadas análises exploratórias fatoriais (Principal Components e Principal Axis Factoring) e de consistência interna (Alfa de Cronbach). Todas as escalas são estatisticamente válidas e confiáveis. A análise de regressão múltipla padrão foi realizada para cumprir o objetivo de testagem do modelo, visando verificar a influência do uso dos recursos da web e das estratégias de aprendizagem, bem como a satisfação dos alunos com os procedimentos instrucionais e tutor, nos resultados de aprendizagem. A frequência de uso das ferramentas da web, as estratégias de aprendizagem autorregulatórias e as reações favoráveis aos procedimentos instrucionais explicaram a ocorrência de aprendizagem. Tais achados apontam para a importância do ambiente virtual de aprendizagem, das trocas de mensagens entre alunos e tutores, e do uso de estratégias que promovem o autogerenciamento da aprendizagem e autorregulação da motivação, ansiedade e atenção, na produção de bons resultados, melhorando o desempenho acadêmico dos alunos que estudam a distância. Mais estudos são necessários para sistematizar conhecimentos sobre a avaliação de aprendizagem no ensino superior mediado por tecnologias e ampliar as discussões acerca da eficácia e aplicabilidade da modalidade EAD. / The current distance or blended educational contexts, supported by Internet, introduce new ways of studying and learning, and raise questions that need to be discussed about the quality and effectiveness of distance learning. This study aimed to propose and test a distance educational assessment model to identify learning predictors related to individual characteristics (learning strategies and frequency of use of web tools) and student satisfaction with the instructional procedures and tutor. The university that participated of it offers higher education distance courses since 2008, and the blended disciplines Scientific Methodology and Economics, are offered to all the institutions undergraduates. The questionnaires of Learning Strategies, Reaction to Instructional Procedures and Reaction to Tutors Performance were applied in person and online; previously to data collection, they were modified (semantic validation and/or by judges) to suit specific higher education contexts. To check the instruments validity evidences, exploratory factor analyzes were performed (Principal Components and Principal Axis Factoring) and internal consistency (Cronbach\'s Alpha). All scales are statistically valid and reliable. Multiple regression analysis was performed to fulfill the purpose of testing the model in order to verify the influence of web resources and learning strategies as well as student satisfaction with the tutor and instructional procedures, in learning outcomes. The frequency of use of web tools, self-regulatory learning strategies and the favorable reactions to the instructional procedures explained the occurrence of learning. These findings point to the importance of the virtual learning environment, the messages sent by students, and the use of strategies that promote self-management learning and self-regulation of motivation, anxiety and attention, in producing good learning results, which improve students academic performance. Further research is needed to systematize knowledge about learning assessment in higher education mediated by technologies and expand the discussions about the e-learning effectiveness and applicability.

Debido a la transformación tecnológica y conectividad global, los cursos abiertos, masivos y en línea o también conocidos como MOOC (Massive Open Online Courses), se han expandido por el mundo produciendo un gran impacto. Por tal motivo, la presente investigación recopiló posturas de autores con relación al aprendizaje, comportamiento, motivación y satisfacción de los estudiantes de educación superior en MOOC y de esa manera conocer el tipo de repercusión en la satisfacción del estudiante de educación superior. Para algunos autores, la presencia del docente en este tipo de cursos es significativa y fundamental, mientras que otros señalan que el apoyo del instructor no fue fundamental para terminar el curso. También es causal de controversia que los estudiantes no cumplían con las tareas al no tener seguimiento constante por parte del profesor y por la falta de retroalimentación del mismo, mientras que otros autores señalaron que los alumnos se sienten contentos al tener libertad de trabajar a su ritmo, gestionar su tiempo sin cumplir un calendario semanal, tener flexibilidad horaria y que no necesitan el apoyo del instructor para terminar el curso. Por consiguiente, este estudio sugiere desarrollar nuevas investigaciones respecto a si la presencia del docente es fundamental en este tipo de cursos. / Due to the technological transformation and global connectivity, the open, massive and online courses or also known as MOOC (Massive Open Online Courses), have expanded throughout the world producing a great impact. For that reason, the present research seeks to collect positions expressed by authors in relation to learning, behavior, motivation and satisfaction of higher education students in MOOC and so know the type of impact on higher education student satisfaction. For some authors, the presence of the teacher in this kind of course is significant and fundamental while others point out that the support of the instructor was not essential to finish the course. It is also a cause of controversy that the students did not comply with the tasks due to not having constant follow-up by the teacher and due to the lack of feedback from the teacher while other authors pointed out that the students feel happy to be free to work at their own pace manage their time without meeting a weekly calendar, have flexible hours and do not need the support of the instructor to finish the course. Therefore, this study suggests developing new research regarding the degree of importance of the presence of the teacher in this type of course. / Trabajo de Suficiencia Profesional

O uso de tecnologias digitais de informação e comunicação tem alterado a sociedade e seu emprego tem estimulado o debate na esfera pedagógica. A incorporação de tecnologias na educação pode ser considerada uma ferramenta facilitadora para transmissão de conhecimento ao aluno. O objetivo deste estudo de caso é identificar os desafios encontrados e as propostas de superação apresentadas. Buscou-se ainda analisar a satisfação e a usabilidade do ambiente virtual de aprendizagem (AVA) e dos materiais didáticos nele disponíveis, experimentados pelos alunos da graduação na Disciplina Odontologia Forense, na Faculdade de Odontologia da Universidade de São Paulo (FOUSP), dos cursos integral e noturno, no primeiro semestre de 2016. A tecnologia utilizada foi o software Moodle (\"Modular Object-Oriented Dynamic Learning Environment\"), onde foram depositados os objetos de aprendizagem: apostilas, vídeos, questionários e jogos. Participaram da pesquisa 113 estudantes. Como fonte de dados foram utilizados o grupo-focal, o questionário online semi-estruturado e os relatórios de logs do Moodle. Os dados foram analisados quantitativamente (análise descritiva) e qualitativamente (análise de conteúdo) e os resultados foram triangulados. Os desafios encontrados pelos alunos foram: dificuldade em acessar o AVA pelo celular; sobrecarga da estrutura curricular; não haver cobrança e lembretes para realizar as atividades online; desconexão entre a aula presencial e o ambiente virtual; haver mais de um site utilizado pelas disciplinas da faculdade. Em relação ao material didático, as atividades foram as mais visualizadas, com 1309 visualizações em média, seguida das apostilas (n=230), e dos vídeos (n=122). Os alunos sugeriram que tivesse mais atividades práticas no ambiente virtual. Para eles a realização de atividades no AVA foi importante para a fixação do conteúdo e para identificar eventuais dificuldades na aprendizagem (n=98%). As melhorias propostas, e concretizadas, foram no sentido de superar os desafios citados, ou seja, utilização da versão mobile do Moodle, diminuição da carga horária presencial e notificação de prazos e de atividades via redes sociais e correio eletrônico. Esta pesquisa demonstra a importância de ouvir os alunos durante o processo de ensinoaprendizagem para ajuda-los nas dificuldades encontradas e para que sejam estimulados a buscar o conhecimento. Demonstra também que o uso da tecnologia na educação é uma ferramenta facilitadora da aprendizagem, com alto nível de satisfação dos alunos. / The use of digital information and communication technologies has changed society and its employment has stimulated the debate in the pedagogical area. The incorporation of technologies in education can be considered a facilitating tool for transmitting knowledge to the student. The aim of this case study is to identify the challenges founded and the overcoming proposals presented, and to analyze the satisfaction and usability of the virtual learning environment (VLE) and of the teaching materials available there, in the University of São Paulo, School of Dentistry, of the integral and nocturnal courses, in the first semester of 2016. The technology used was Moodle (Modular Object-Oriented Dynamic Learning Environment), where the learning objects, such as workbooks, videos, questionnaires and games. 113 students participated in the study. The focus group, the online semi-estructured questionnaire, and the Moodle\'s log reports were used as data sources. Data were analyzed quantitatively (descriptive analysis) and qualitatively (content analysis), and the results were triangulated. The challenges encountered by the students were: difficulty in accessing the VLE through the cell phone; overload of the curricular structure; there are no charges and reminders for online activities; disconnection between the classroom and the virtual environment; more than one site used by college subjects. Regarding teaching material, activities were the most visualized, with 1309 views on average, followed by workbook (n = 230), and videos (n = 122). The students suggested that they had more practical activities in the virtual environment. For them, the VLE activities were important for determining the content and for identifying difficulties in learning (n = 98%). The proposed and implemented improvements were aimed at overcoming the aforementioned challenges, namely, the use of the mobile version of Moodle, the reduction of classroom hours and the notification of deadlines and activities via social networks and electronic mail. This research demonstrates the importance of listening to students during the teachinglearning process to help them in the difficulties encountered and to be stimulated to seek knowledge. It also demonstrates that the use of technology in education is a facilitating tool for learning, with a high level of student satisfaction.

New Zealand's tertiary education sector has experienced political reform, social changes, economic changes and globalisation in the last two decades, and the sector has become more internationally competitive. DeShields, Kara, and Kaynak (2005) recommended that management of higher education should apply a market-oriented approach to sustain a competitive advantage. Therefore, understanding and managing students' satisfaction and their perceptions of service quality is important for university management if they are to design and implement a market-oriented approach. The purpose of this research is to gain an empirical understanding of students' overall satisfaction in a university in New Zealand's higher education sector. A hierarchal model is used as a framework for the analysis. Fifteen hypotheses are formulated and tested to identify the dimensions of service quality as perceived by university students, to examine the relationship between students' overall satisfaction with influential factors such as tuition fees (price) and the university's image, and to determine the impact of students' overall satisfaction on favourable future behavioural intentions. In addition, students' perceptions of these constructs are compared using demographic factors such as gender, age, and ethnicity. The findings of the study are based on the analysis of a sample of 223 students studying at Lincoln University. Support is found for the use of a hierarchical model and the primary dimensions; Interaction Quality, Physical Environment Quality, and Outcome Quality, as broad dimensions of service quality. Ten sub-dimensions of service quality, as perceived by students, are identified. These are: Academic Staff, Administration Staff, Academic Staff Availability, Course Content, Library, Physically Appealing, Social Factors, Personal Development, Academic Development, and Career Opportunities. The results indicate that each of the primary dimensions vary in terms of their importance to overall perceived service quality, as do the sub-dimensions to the primary dimensions. In addition, the statistical results support a relationship between service quality and price; service quality, image, and satisfaction; and satisfaction and favourable future behavioural intentions. However, there is no statistical support for a relationship between price and satisfaction. The results also suggest that students' perceptions of the constructs are primarily influenced by their ethnicity and year of study. The results of the analysis contribute to the service marketing theory by providing an empirically based insight into the satisfaction and service quality constructs in the New Zealand higher education sector. The study also provides an analytical framework for understanding the effects of the three primary dimensions on service quality and the effects of service quality on constructs including price, image, satisfaction, and favourable future behavioural intentions. This study will assist management of higher education to develop and implement a market-oriented service strategy in order to achieve a high quality of service, enhance students' level of satisfaction and create favourable future behavioural intentions.