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Previous issue date: 2005-12-02 / The present study defines the factors that influence the perception of quality for private superior education and analyzes the causality relation between each one of them and the quality. The factors had been identified based on the three dimensions of the marketing mix of services, being the People, the Process of production and delivery of the services and Tangible Aspects. Studies that turn on Brazilian superior education and on the quality of the services had also contributed as reference. To verify the adequacy of the considered model were used information collected from 388 academics of the Course of Administration in two private Institutions of Superior Education in the city of S??o Paulo. The statistics technique used was the Structural Equation Modeling. An adjustment process became fulfilled, through three methods of esteem, getting itself six endogenous constructs: Qualification of the Faculty, Attendance, Relationship between Learning, Main Tangible Aspects, Academic Environment and Relationship between Professor and Pupil. The causal relation between the endogenous constructs and exogenous construct defined as Quality was tested, presenting resulted that they had demonstrated the tack of the data you show for the considered causal model. The Academic Environment was the factor presented the strongest relation with the Quality, followed by the Attendance, Main Tangible Aspects, Relationship between Professor and Pupil, Qualification of the Teachers and Relationship between Students. / O presente estudo define os fatores que influenciam na percep????o de qualidade do ensino superior privado e analisa a rela????o de causalidade entre cada um deles e a qualidade. Os fatores foram identificados, apoiando-se em tr??s dimens??es do composto de marketing de servi??os, sendo as Pessoas, o Processo de produ????o e entrega dos servi??os e os Aspectos Tang??veis. Estudos que versam sobre o ensino superior brasileiro e sobre a qualidade dos servi??os tamb??m contribu??ram como refer??ncia. Para verificar a adequa????o do modelo proposto foram obtidos dados junto a 388 discentes do Curso de Administra????o em duas Institui????es de Ensino Superior da rede privada na cidade de S??o Paulo. A t??cnica estat??stica utilizada foi a da Modelagem de Equa????es Estruturais. Realizou-se um processo de ajustamento, atrav??s de tr??s m??todos de estima????o, obtendo-se seis construtos end??genos: Capacita????o do Corpo Docente, Atendimento, Relacionamento entre Discentes, Principais Aspectos Tang??veis, Ambiente Acad??mico e Relacionamento Professor e Aluno. A rela????o causal entre os construtos end??genos e o construto ex??geno definido como Qualidade foi testada, apresentando resultados que demonstraram a ader??ncia dos dados amostrais pelo modelo causal proposto. O Ambiente Acad??mico foi o que apresentou a rela????o mais forte com a Qualidade, seguidos do Atendimento, Principais Aspectos Tang??veis, Relacionamento Professor e Aluno, Capacita????o do Corpo Docente e Relacionamento entre Discentes.
| Identifer | oai:union.ndltd.org:IBICT/oai:132.0.0.61:tede/304 |
| Date | 02 December 2005 |
| Creators | Souza, Claudia Cristina Moreira de |
| Contributors | Silva, Dirceu da, Aprile, Maria Rita, Garcia, Mauro Neves |
| Publisher | FECAP - Faculdade Escola de Com??rcio ??lvares Penteado, Mestrado em Administra????o de Empresas, FECAP, BR, Administra????o estrat??gica |
| Source Sets | IBICT Brazilian ETDs |
| Language | Portuguese |
| Detected Language | English |
| Type | info:eu-repo/semantics/publishedVersion, info:eu-repo/semantics/masterThesis |
| Format | application/pdf |
| Source | reponame:Biblioteca Digital de Teses e Dissertações do FECAP, instname:Fundação Aramando Álvares Penteado, instacron:FAAP |
| Rights | info:eu-repo/semantics/openAccess |
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