DETERMINANTES DA SATISFAÇÃO E FIDELIZAÇÃO DISCENTE: UM ESTUDO DE CASO DO IF GOIANO – CAMPUS MORRINHOS

Abstract

MARTINS, Flávia Montalvão. Determinants of satisfaction and student loyalty: a case study of an educational institution in Goiás. 113f. 2018. Thesis (Master in Regional Development) - Strictu Sensu Post-Graduation Program, Alves Faria University Center, Goiânia, 2018. In a scenario where competition is growing all the time, knowing what the expectations and desires of customers become vital for the maintenance of organizations in the market. Customers are becoming more demanding and satisfying them has become the great challenge of educational institutions, so studies on consumer satisfaction are now so relevant to a good performance in the market. The present dissertation aims to study the satisfaction and loyalty of the students of the higher education in Agronomy of the Goiano Federal Institute - Morrinhos campus. Based on an analysis of the institution and the current situation of the educational market, the factors responsible for students' satisfaction and loyalty are studied, with the aim of developing proposals to minimize the possible dissatisfaction observed. The study began with documentary research carried out at the institution. Later, bibliographical research was developed on subjects such as: satisfaction, quality, service management and customer loyalty. We chose quantitative research by applying a questionnaire adapted from Freire (2005) with students enrolled in the Agronomy course of the campus under study. The analysis of the results shows that students are satisfied with the institution, its services and are faithful to it, only need to improve the items: classroom temperature, cafeteria, public transportation and interest in postgraduate studies in the institution. Finally, we suggest actions to improve the problems identified