Abstract
Higher education institutions have adopted education, research and cooperation as their main missions. Students, teachers and non-teaching staff articulate for lecturing, researching and developing projects and internships, according to the institution goals and strategy. Quality evaluation is of the utmost importance in the whole process, as it allows providing a competent and rigorous service as well as maintaining high level of attractiveness for additional funding, through cooperation and research projects. This chapter describes the results of an empirical study, performed in the Technology and Management School of the Polytechnic Institute of Bragança, to assess and compare the perceptions of students about the satisfaction and quality of the institutions’ services and its importance. The universe comprised 2,031 students and we concluded that globally they have a high values of satisfaction. We also differentiate between study cycles (graduation and master) and field of study (Technological and Business).
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Abalo J, Varela J, Manzano V (2007) Importance values for importance-performance analysis: a formula for spreading out values derived from preference rankings. J Bus Res 60(2):115–121
Aktas A, Aksu A, Çizel B (2007) Destination choice: an important-satisfaction analysis. Quality & Quality 41(2):265–273
Alves H (1998) O Marketing das Instituições de Ensino Superior: O caso da Universidade da Beira Interior. Dissertação de Mestrado em Gestão apresentada na Universidade da Beira Interior. Universidade da Beira Interior, Covilhã
Bacon D (2003) A comparison of approaches to importance-performance analysis. Int J Market Res 45(1):55–71
Baker DA, Crompton JL (2000) Quality, satisfaction and behavioral intentions. Ann Tour Res 27(3):785–804
Go F, Zhang W (2008) Applying importance-performance analysis to Beijing as an international meeting destination. J Travel Res 35(1):42–49
Guadagnolo F (1985) The importance-performance analysis: an evaluation and marketing tool. J Park Recreat Adm 3:13–22
Joseph M, Joseph B (1997) Employers‘ perceptions of service quality in higher education. J Market Higher Edu 8(2):1–13
Kotler P, Keller K (2005) Administração de Marketing (12.ª Edição). Prentice Hall, São Paulo
Lee G, Lee C (2009) Cross-cultural comparison of the image of Guan perceived by Korean and Japanese leisure travelers: importance-performance analysis. Tourism Manage 30(6):922–931
Lynch J, Carver R, Virgo J (1996) Quadrant analysis as a strategic planning technique in curriculum development and program marketing. J Market Higher Edu 7(2):17–32
Martilla J, James J (1977) Importance-performance analysis. J Market 41(1):77–79
Matzler K, Sauerwein E, Heischmidt K (2003) Importance-performance analysis revisited: the role of the factor structure of customer satisfaction. Serv Ind J 23(2):112–129
Pike S (2004) The use of repertory grid analysis and importance-performance analysis to identify determinant attributes of universities. J Market Higher Edu 14(2):1–18
Rial A, Rial J, Varela J, Real E (2008) An application of importance-performance analysis (IPA) to the management of sport centres. Manag Leisure 13(3/4):179–188
Silva F, Fernandes P (2010) Using importance-performance analysis in evaluating of higher education: a case study. ICEMT 2010 International conference on education and management techonogy. IEEE, 121–123
Tonge J, Moore S (2007) Importance-satisfaction analysis for marine-park hinterlands: a Western Australian case study. Tourism Manage 28(3):768–776
Zhang H, Chow I (2004) Application of importance-performance model in tour guides’ performance: evidence from mainland Chinese outbound visitors in Hong Kong. Tourism Manage 25(1):81–91
Acknowledgments
This work has been supported by the School of Technology and Management of the Polytechnic Institute of Bragança (Portugal). The authors would like to thank the students who answered the questionnaires and the teachers at ESTiG for allowing time in their classes for carrying out the investigation. We would also like to thank ESTiG’s Principal for authorizing the use of the questionnaires in the Institution.
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2014 Springer International Publishing Switzerland
About this chapter
Cite this chapter
Fernandes, P., Lopes, R., Silva, F. (2014). Student Perception of Quality in Higher Education Institutions. In: Peris-Ortiz, M., Álvarez-García, J. (eds) Action-Based Quality Management. Springer, Cham. https://doi.org/10.1007/978-3-319-06453-6_11
Download citation
DOI: https://doi.org/10.1007/978-3-319-06453-6_11
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-319-06452-9
Online ISBN: 978-3-319-06453-6
eBook Packages: Business and EconomicsBusiness and Management (R0)