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Análise dos antecedentes e consequentes da qualidade do relacionamento em instituições de ensino superior públicas estaduais

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Danielle Mantovani at Federal University of Paraná
Danielle Mantovani
Joseane Petenaci de Araújo
Joseane Petenaci de Araújo
Joseane Petenaci de Araújo
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Paulo Henrique Prado at Federal University of Paraná
Paulo Henrique Prado
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http://dx.doi.org/10.5007/1983-4535.2013v6n3p288 O principal objetivo deste estudo é analisar quais os antecedentes e os consequentes da qualidade do relacionamento entre estudantes e a IES a qual pertencem. Como antecedentes analisa-se a qualidade percebida nos serviços e a equidade. Como consequente analisa-se a lealdade acadêmica. A qualidade do relacionamento aqui proposta inclui três variáveis: a satisfação, a confiança e o comprometimento. Com caráter metodológico quantitativo não-probabilístico, foi realizado um survey com 684 acadêmicos dos vinte e dois cursos existentes nos três Campi que integram uma Universidade Estadual na região. Foram confirmadas as premissas de impacto positivo e significante entre as variáveis antecedentes (Qualidade Percebida e Equidade) sobre a Satisfação. Os construtos conseqüentes também foram significativos. Obsevou-se ainda que neste contexto a qualidade percebida parece ser um antecedente mais efetivo sobre a confiança do que a satisfação. Além disso, a satisfação, a confiança e o comprometimento impactam de maneira positiva a lealdade do estudante. Tais resultados contribuem para ajudar a explicar os fatores contribuem para que o estudante permaneça na instituição e tenha um bom relacionamento com a mesma.
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